ServiceNow Business Analyst

Job Description

Role - ServiceNow Business Analyst

Experience -> 8-10yrs

Location -Pune

• Work as a ServiceNow Business Analyst to understand business needs and translate them into functional solutions on the ServiceNow platform.
• Lead requirement gathering sessions, workshops, and stakeholder discussions for ServiceNow implementations and enhancements.
• Analyze business processes and recommend improvements leveraging ServiceNow CSM, ITSM, and CMDB capabilities.
• Prepare and maintain comprehensive documentation including Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and process flows.
• Collaborate closely with ServiceNow developers, architects, and product owners to ensure accurate requirement translation into technical solutions.
• Support design and optimization of ITSM processes such as Incident, Problem, Change, and Request Management.
• Assist with CMDB data requirements, configuration structure, and governance processes.
• Participate in solution validation, UAT coordination, and test case preparation to ensure the delivered solution meets business expectations.
• Act as a liaison between business stakeholders and technical teams to ensure effective communication and project alignment.
• Ensure adherence to ServiceNow best practices, governance standards, and documentation guidelines.

• Opportunity to work on large-scale ServiceNow transformation and optimization initiatives.
• Exposure to enterprise-level implementations across CSM, ITSM, and CMDB modules.
• Collaborate with global stakeholders and cross-functional teams.
• Play a critical role in improving digital workflows and service delivery processes.
• Continuous growth and learning within the ServiceNow ecosystem.

• 8–10 years of overall IT experience with strong experience as a ServiceNow Business Analyst.
• Hands-on experience with ServiceNow modules such as CSM, ITSM, and CMDB.
• Strong experience in requirement gathering, business analysis, and documentation.
• Ability to create BRDs, FRDs, user stories, functional specifications, and process documentation.
• Good understanding of ITSM processes and service management frameworks.
• Excellent communication and stakeholder management skills.
• Experience collaborating with technical teams to translate business requirements into system capabilities.
• Experience supporting UAT, requirement validation, and solution acceptance.

• Experience working in Agile / Scrum delivery models.
• Exposure to Customer Service Management (CSM) implementations.
• Understanding of CMDB data models and configuration management practices.
• Familiarity with workflow automation and digital transformation initiatives.
• Basic understanding of ServiceNow platform capabilities and integrations.
• Experience with documentation and collaboration tools such as Jira, Confluence, or similar platforms.