Servicenow Business Analyst

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Role: ServiceNow ITSM Business Analyst

Location:

Key Responsibilities:

ITSM Process & Testing

• Design and test ITSM processes: Incident, Problem, Change, Knowledge, Request Management.
• Conduct SIT, UAT, and production testing including defect triage and ATF scenarios.
• Document testing scenarios and CMDB data requirements.
• Deliver end-user training (live/recorded) and create training materials.
• Provide post-migration hyper-care support.

Customer Engagement & Solutioning

• Gather and analyze customer requirements for RFP/RFI responses.
• Create workflows, diagrams, and specifications.
• Collaborate with internal teams to design accurate solutions.
• Present solutions/prototypes and maintain client relationships.
• Ensure timely feedback and solution updates.

Delivery Support

• Coordinate with delivery teams to ensure customer-aligned solutions.
• Review test cases, support QA, and validate UAT.
• Plan project milestones and support project execution.
• Ensure customer satisfaction through quality and timely delivery.

Knowledge Management

• Share domain expertise and contribute to knowledge repositories.
• Write whitepapers, create reusable components, and conduct market research.

Performance Metrics

• Customer engagement, delivery quality, lead generation, documentation accuracy.
• Knowledge contributions: whitepapers, user stories, proposal components.

Required Skills & Experience

• 5–8 years as ITSM Business Analyst, 3+ years on ServiceNow platform.
• Experience with ServiceNow migrations and ITSM operations.
• Strong understanding of SDLC, Agile/Scrum, Jira, and automated testing.
• ITIL v3/v4 Foundation & Certified Scrum Master (CSM).
• Excellent communication, multitasking, and stakeholder management skills.
• Proficiency in English (TOEFL C1/C2 or IELTS 7.5+).