ServiceNow Business Analyst

ServiceNow Business Analyst

In-person drive on 24th Oct 2026 at Magarpatta City, Pune

Experience 5 to 10 years, with 3+ years on ServiceNow

Domain Preference Healthcare and Life Sciences (HCLS)

Role Summary

You sit between the client and the build team. You run discovery, turn what clients say into requirements a developer can build from without guessing, and make sure what gets built is what was actually needed.

The best BAs on a ServiceNow program know the out-of-the-box capability well enough to steer a client away from customization they will regret. That platform judgement is what we are hiring for.

Key Responsibilities

Requirements and Analysis

• Run discovery workshops and convert client conversations into clear, testable requirements.

• Write user stories with acceptance criteria precise enough that a developer does not have to reinterpret them.

• Own and groom the backlog, and keep prioritization honest when everything is called urgent.

• Map current-state processes and design the future state on the platform.

Platform Fit

• Know the out-of-the-box capability well enough to challenge unnecessary customization and explain why.

• Produce process flows, wireframes, and configuration specifications.

• Support the Architect on fit-gap analysis and solution options.

Validation

• Write and execute test cases, coordinate UAT, and triage defects with the build team.

• Own traceability from requirement through test to client sign-off.

Enablement

• Build training material and run end-user and administrator training.

• Support organizational change management alongside the client.

Required Qualifications

• 5+ years as a Business Analyst with 3+ years on ServiceNow implementations.

• Strong grasp of ITIL process and at least one ServiceNow module in depth.

• Demonstrated ability to write requirements that developers build from directly.

• Workshop facilitation with client stakeholders, including senior ones.

• Tooling: Jira or Azure DevOps, Visio or Lucidchart, Confluence or equivalent.

• Comfortable working across time zones with onshore counterparts.

Preferred Qualifications

• HCLS domain depth. Payer or provider operations, member services, provider lifecycle and credentialing, prior authorization, appeals and grievances, or care management.

• Experience gathering requirements in environments with PHI handling constraints.

• CSDM data collection and CMDB scoping experience.

• Experience supporting pre-sales with solution shaping and demo scripting.

Certifications

• Preferred: ServiceNow Certified System Administrator (CSA).

• Preferred: ITIL v4 Foundation.

• Plus: CBAP or PMI-PBA.