About the Role :

We are looking for an experienced ServiceNow ITSM Business Analyst with strong expertise in ITSM processes, business requirement analysis, stakeholder management, and ServiceNow implementations/enhancements.

The ideal candidate will act as a bridge between business stakeholders and ServiceNow technical teams, translating business requirements into functional specifications, user stories, process flows, and actionable solutions.

Key Responsibilities :

- Gather, analyze, validate, and document business requirements for ServiceNow ITSM processes.

- Conduct stakeholder interviews, requirement-gathering sessions, and process workshops.

- Understand current-state processes and define As-Is / To-Be process flows.

- Perform gap analysis and identify opportunities for process improvement and automation.

- Prepare BRD, FRD/FSD, functional specifications, user stories, use cases, process flows, and acceptance criteria.

- Work closely with ServiceNow developers, architects, QA teams, Product Owners, and business stakeholders.

- Support implementation and enhancement of ServiceNow ITSM modules including Incident, Problem, Change, Request, Service Catalog, Knowledge Management, and CMDB.

- Ensure proposed solutions are aligned with ITIL best practices and business objectives.

- Participate in Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.

- Coordinate SIT/UAT activities, defect tracking, and business sign-off.

- Support release planning, deployment validation, and hypercare activities.

Mandatory Skills :

- 10+ years of overall IT experience with 7+ years of relevant ServiceNow ITSM experience.

- Strong Business Analysis and requirement-gathering experience.

- Hands-on functional experience with Incident, Problem, Change, Request, Service Catalog, Knowledge Management, and CMDB.

- Strong experience creating BRD, FRD/FSD, User Stories, Acceptance Criteria, and Process Flows.

- Strong understanding of ITIL processes and Agile/Scrum environments.

Preferred Skills :

- ServiceNow CSA Certification and ITIL Foundation / ITIL 4 Certification.

- Experience with CMDB, CSDM, Service Portal, Reporting, and ServiceNow workflows.

- Exposure to ServiceNow integrations and Flow Designer.

- Experience working with global stakeholders and distributed delivery teams.

- Proficiency in Jira, Confluence, and MS Visio.