ServiceNow Business Analyst

ServiceNow Business Analyst | Bangalore (Hybrid) | Experience:

Role Summary

ServiceNow Business Analyst

Key Responsibilities

Requirements Gathering & Analysis

• Work with stakeholders, SMEs, and end-users to capture and analyze business requirements.
• Document user stories, use cases, process flows, and functional/non-functional requirements.

ServiceNow Expertise

• Apply strong functional understanding of

  ITSM

  (Incident, Problem, Change, Request, CMDB) and

  CSM

  (Case, Portal, Knowledge).
• Support integrations and inter-instance communication using

  ServiceBridge

  .
• Translate business needs into technical specifications and solution mock-ups.

Documentation & Governance

• Create and maintain detailed documentation: FSDs, configuration decisions, process guides, As-Is/To-Be flows, and system docs.
• Ensure documentation is organized, version-controlled, and up to date.

Solution Design & Testing

• Collaborate with architects and developers to propose best-practice, OOB-aligned solutions.
• Develop test plans and scripts; coordinate and support UAT to validate delivered features.

Training & Support

• Prepare and deliver training materials for end-users and administrators.

Required Skills & Qualifications

• 1–2 years of experience as a Business Analyst in the

  ServiceNow platform

  .
• Strong functional knowledge of

  ITSM

  and

  CSM

  modules.
• Exposure to

  ServiceBridge

  integrations (highly desirable).
• Excellent documentation, analytical, and process-mapping skills (BPMN preferred).
• Strong verbal and written communication skills.
• Degree in IT, Computer Science, Business Administration, or related field.

Preferred Qualifications

• ServiceNow

  CSA

  certification.
• ServiceNow

  CIS (ITSM or CSM)

  certification.
• Experience working in

  Agile/Scrum

  environments.
• Familiarity with

  Jira

  and

  Confluence

  .