Role : ServiceNow Business Analyst

Total exp : 8Y+

Location : All tier 1 Cities

Notice Period : Immediate joiner

Job Description :

- Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.

- Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.

- Facilitate workshops and stakeholder meetings to identify process improvement opportunities.

- Support ServiceNow configuration and customization in partnership with technical teams.

- Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs.

- Collaborate with QA teams to define test scenarios and validate functionality.

- Participate in UAT sessions and support go-live activities and post-deployment support.

- Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning.

- Stay up to date with new features and capabilities in the ServiceNow platform.

Mandatory Skills :

- ServiceNow ITSM

- Incident Management

- Problem Management

- Change Management

- Request Management

- Knowledge Management

- Service Catalog

- Flow Designer

- Business Rules

- Client Scripts

- IntegrationHub

- SLA & Reporting

- CMDB Fundamentals

Mandatory Certifications :

- ServiceNow Certified System Administrator (CSA) - Mandatory

- CIS - ITSM Preferred (Mandatory if specifically requested by client)

Preferred Certifications :

- ITIL Foundation