ServiceNow

Capgemini

0 years

0 Lacs

bengaluru karnataka india

Posted:1 week ago| Platform: Foundit logo

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Skills Required

problem discovery itsm process knowledge knowledge servicenow itom event management service catalogue

Work Mode

On-site

Job Type

Full Time

Job Description

Your Role

Understand current as-is processes and document requirements for enhancements in ITSM/ITOM tools.
Lead ITSM customer workshops and focus groups to gather requirements.
Interact directly with customers and on/off-shore development teams.
Identify process and tooling improvement areas and define gaps.
Prepare functional specifications for target state processes.
Collaborate with development teams throughout all phases.
Produce test strategies and coordinate UAT with stakeholders.
Engage actively in continuous improvement initiatives.
Work closely with other ITOM stream BAs and stakeholders.
Familiarity with Agile methodologies including Scrum.

Your Profile

Deep understanding of ServiceNow ITOM capabilities and alignment with business requirements.
Exposure to key ITSM modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue.
Experienced in business and operational architecture design.
Strong communication and stakeholder management skills.

Primary Skills

ServiceNow ITOM expertise (Discovery, CMDB, Event Management).
Strong experience as a Business analyst.
ITSM process knowledge (Change, Incident, Problem, Knowledge, Service Catalogue).
Requirement gathering and functional specification.

Secondary Skills

Agile/Scrum methodology experience.
Business analysis tools and templates.
Ability to lead stakeholder sessions and manage trade-offs.
Continuous improvement mindset.

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