We are looking for an experienced ServiceNow Analyst with deep expertise in analyzing business requirements, designing ServiceNow solutions, and driving enterprise-wide digital workflow initiatives.

The ideal candidate will bridge business and technical teams, define scalable platform solutions, support implementation strategies, and ensure successful delivery of ServiceNow capabilities across IT and business functions.

The role requires strong knowledge of the ServiceNow platform, workflow automation, integrations, platform governance, and stakeholder management.

Key Responsibilities :

- Gather, analyze, and document business, functional, and technical requirements for ServiceNow initiatives.

- Work closely with business stakeholders, architects, developers, and product owners to design scalable ServiceNow solutions.

- Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria.

- Evaluate existing business processes and recommend workflow automation using ServiceNow capabilities.

- Drive process improvement initiatives across ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps, and other ServiceNow modules.

- Collaborate with development teams during solution design, configuration, customization, testing, and deployment.

- Define data models, workflow requirements, approval processes, and platform configurations.

- Participate in solution architecture discussions and recommend best practices aligned with ServiceNow standards.

- Support REST and SOAP integration requirements between ServiceNow and enterprise applications.

- Perform impact analysis for platform enhancements, upgrades, and new feature implementations.

- Prepare business process documentation, functional design documents, requirement traceability matrices, and solution documentation.

- Coordinate User Acceptance Testing (UAT), defect management, and production rollout activities.

- Monitor platform adoption, process performance, and user feedback to recommend continuous improvements.

- Ensure governance, compliance, security, and platform standards are maintained across implementations.

- Work closely with Agile delivery teams during sprint planning, backlog refinement, reviews, and retrospectives.

Required Skills :

- 12-15 years of experience in business analysis, solution consulting, or ServiceNow platform delivery.

- Strong understanding of ServiceNow platform capabilities and enterprise workflow automation.

- Experience working across one or more ServiceNow modules such as :

1. IT Service Management (ITSM)

2. IT Operations Management (ITOM)

3. IT Asset Management (ITAM)

4. HR Service Delivery (HRSD)

5. Customer Service Management (CSM)

6. Governance, Risk & Compliance (GRC)

7. Security Operations (SecOps)

- Strong knowledge of ServiceNow workflows, Flow Designer, Service Catalog, Knowledge Management, and platform capabilities.

- Experience working with Business Rules, Client Scripts, UI Policies, Forms, and platform configurations to effectively collaborate with development teams.

- Good understanding of JavaScript, Glide APIs, REST APIs, SOAP services, and IntegrationHub.

- Experience defining security requirements, roles, and Access Control Lists (ACLs).

- Strong knowledge of Agile methodologies, Scrum, and SDLC.

- Experience with requirement management, process mapping, data analysis, and solution documentation.

- Familiarity with platform upgrades, release management, testing strategies, and change management.

- Strong analytical, problem-solving, and stakeholder management skills.

Good to Have :

- Experience with ServiceNow AI capabilities, Now Assist, Virtual Agent, or intelligent workflow automation.

- Exposure to MCP (Model Context Protocol) or Agentic AI-enabled ServiceNow solutions.

- Knowledge of enterprise cloud platforms such as AWS, Azure, or Google Cloud.

- Experience working with enterprise integrations and API-led architectures.

- ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or Certified Application Developer (CAD).

Preferred Qualifications :

- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.

- Excellent communication, presentation, and stakeholder management skills.

- Proven experience working with cross-functional business and technology teams.

- Strong leadership, decision-making, and problem-solving capabilities.

- Ability to manage multiple enterprise initiatives in a fast-paced Agile environment while ensuring successful business outcomes.