ServiceNow Business Analyst

Location : Hyderabad, India

Experience : 6 - 10 Years

Role : ServiceNow Business Analyst

Employment Type : Full-time

Role Overview :

We are looking for an experienced ServiceNow Business Analyst to translate business needs into clear, actionable ServiceNow requirements and own the backlog's definition of "why".

The Business Analyst will work closely with business stakeholders, Product Owners, Scrum Masters, ServiceNow development teams, and other squad members to understand business needs, map current and future processes, define requirements, and ensure delivered solutions meet the intended business outcomes.

One generic Business Analyst profile and skillset will apply across all six ServiceNow product squads. While additional domain knowledge may be beneficial for specific squads, such as ITOM, CMDB/CSDM, or Software Asset Management (SAM), these are considered desirable add-on skills rather than separate specialist roles.

Key Responsibilities :

- Lead requirements elicitation sessions with business stakeholders and subject matter experts.

- Understand business problems, objectives, processes, pain points, and desired outcomes.

- Translate business needs into clear and actionable ServiceNow requirements.

- Document functional requirements, business rules, process flows, use cases, and supporting documentation.

- Analyse current-state processes and define future-state processes in collaboration with stakeholders.

- Identify gaps, dependencies, assumptions, and impacts associated with proposed changes.

Process Mapping :

- Lead current-state and future-state process mapping activities.

- Identify opportunities for process simplification, standardization, and automation.

- Work with stakeholders and ServiceNow technical teams to ensure proposed solutions align with business processes.

- Ensure process changes are clearly documented and understood by impacted stakeholders.

Backlog & Acceptance Criteria :

- Work closely with the Product Owner to define and maintain a business-focused product backlog.

- Translate requirements into well-structured backlog items/user stories.

- Author clear, measurable, and testable acceptance criteria for backlog items.

- Ensure backlog items provide sufficient business context for development and testing teams.

- Clarify requirements and acceptance criteria throughout the delivery lifecycle.

- Support backlog refinement and prioritization discussions with the Product Owner and squad.

Stakeholder Workshops & Walkthroughs :

- Plan and facilitate stakeholder workshops, discovery sessions, and requirements walkthroughs.

- Present proposed processes and requirements to business and technology stakeholders.

- Drive alignment across stakeholders where requirements or priorities differ.

- Capture decisions, actions, assumptions, and open questions from workshops.

- Ensure stakeholder feedback is incorporated into requirements and backlog items.

Use Case Definition :

- Define business use cases with a clearly identified business owner.

- Document :

1. Business objective

2. Business owner

3. Current-state problem

4. Desired outcome

5. Success measures

6. Acceptance criteria

7. Key dependencies and assumptions

- Ensure each use case has measurable outcomes and a clear definition of success.

UAT & Business Validation :

- Support User Acceptance Testing (UAT) planning and preparation.

- Work with business users to identify appropriate UAT scenarios and test conditions.

- Coordinate UAT execution, issue clarification, and business feedback.

- Support business stakeholders through UAT sign-off.

- Ensure acceptance criteria are aligned with UAT expectations and business outcomes.

Requirements Traceability :

- Maintain traceability between : Business Requirement - Backlog Item - Build/Configuration - Test Evidence - Business Acceptance.

- Ensure requirements remain aligned throughout the delivery lifecycle.

- Validate that delivered functionality addresses the original business need.

- Support identification and resolution of gaps between requirements and delivered solutions.

Benefits & Outcomes Tracking :

- Support benefits tracking for delivered ServiceNow changes.

- Establish or support baseline measurements before implementation where appropriate.

- Define measurable success indicators for business changes.

- Track whether delivered solutions are achieving the intended business outcomes.

- Work with Product Owners and business stakeholders to capture post-implementation feedback and improvement opportunities.

Stakeholder & Squad Engagement :

- Act as the day-to-day link between the ServiceNow squad and its business stakeholders.

- Maintain regular communication with business stakeholders throughout the delivery lifecycle.

- Provide clarification to Scrum Masters, developers, testers, architects, and other squad members.

- Ensure business priorities and expected outcomes are understood by the delivery team.

- Proactively communicate requirement changes, risks, dependencies, and decisions.

ServiceNow Experience :

- Strong understanding of ServiceNow as an enterprise workflow and service management platform.

- Experience translating business processes into ServiceNow functional requirements.

- Ability to work effectively with ServiceNow developers, configurators, architects, testers, Product Owners, and business stakeholders.

- Understanding of ServiceNow implementation, configuration, customization, integration, and testing concepts.

- Ability to understand technical discussions and translate them into business-impacting outcomes without needing to perform hands-on development.

Desirable Domain Knowledge :

- Additional domain knowledge is desirable depending on the squad assignment, including :

1. ITOM

2. CMDB

3. CSDM

4. Software Asset Management (SAM)

5. IT Service Management (ITSM)

6. Asset Management

7. Service Catalog

8. Discovery

9. Configuration and service mapping

10. ServiceNow integrations and enterprise workflows

- Domain-specific expertise is an added advantage and not a requirement for a separate specialist role.

Required Skills & Experience :

- 6 - 10 years of experience as a Business Analyst, Functional Analyst, Product Analyst, or similar role.

- Strong experience in requirements gathering and business analysis.

- Hands-on experience working with ServiceNow implementations or product teams.

- Strong experience in process mapping and business process analysis.

- Experience writing user stories, functional requirements, and acceptance criteria.

- Experience facilitating stakeholder workshops and requirements walkthroughs.

- Strong understanding of Agile/Scrum delivery environments.

- Experience working with Product Owners, Scrum Masters, developers, testers, architects, and business stakeholders.

- Experience supporting UAT and business sign-off.

- Experience maintaining requirements traceability across development and testing.

- Strong stakeholder management and communication skills.

- Ability to translate complex business requirements into clear, actionable delivery requirements.

- Strong analytical, problem-solving, and documentation skills.

Preferred Qualifications :

- ServiceNow-related certification is desirable.

- Business Analysis certification such as CBAP, CCBA, or equivalent is an advantage.

- Agile/Scrum certification is desirable.

- Experience working in large enterprise ServiceNow transformation programs.

- Experience working with global stakeholders and distributed delivery teams.

- Experience in GCC, vendor, offshore/onshore, or multi-team delivery environments.

- Experience with Agile tools such as Jira, Azure DevOps, or equivalent.

Key Competencies :

- Business requirements analysis

- ServiceNow functional understanding

- Process mapping

- User story development

- Acceptance criteria definition

- Stakeholder management

- Workshop facilitation

- UAT coordination

- Requirements traceability

- Business outcome and benefits tracking

- Agile delivery

- Analytical and problem-solving skills

- Communication and documentation

- Cross-functional collaboration

Success in This Role :

- Success in this role means the squad has a clear understanding of why a change is required, what business outcome it should deliver, and how success will be measured.

- The Business Analyst ensures that business needs are translated into clear, testable requirements, maintains alignment between stakeholders and the delivery squad, and provides traceability from the original business requirement through build, testing, and business acceptance.