*Job Description* – *Senior ServiceNow Business Analyst (ITSM)*
Experience: 6–10+ Years
Location: Remote
Notice: Immediate
Job Summary
Senior ServiceNow Business Analyst (ITSM) to bridge business requirements and
ServiceNow solutions. The candidate will work closely with stakeholders, process owners,
architects, and development teams to drive ITSM process transformation and deliver
scalable ServiceNow solutions aligned with business objectives.
Key Responsibilities
- Elicit, analyze, and document business requirements for ServiceNow ITSM
implementations and enhancements.
- Conduct stakeholder workshops, requirement gathering sessions, and process
discovery activities.
- Translate business requirements into user stories, functional specifications,
process flows, and acceptance criteria.
- Collaborate with architects and developers to define optimal ServiceNow ITSM
solutions.
- Support implementations across Incident, Request, Problem, Change,
Knowledge, Service Catalog, and SLA Management.
- Facilitate backlog grooming, sprint planning, UAT, and deployment activities.
- Drive process standardization, optimization, and ITIL best practices adoption.
- Perform gap analysis and recommend process improvements.
- Prepare executive updates, project documentation, reports, and governance
artifacts.
- Support customer communications, training, and change management activities.
Required Skills
- Strong experience as a Business Analyst in ServiceNow ITSM implementations.
- Deep understanding of ITIL processes and Service Management frameworks.
- Expertise in requirement elicitation, user story creation, and business process
mapping.
- Experience with Agile/Scrum delivery methodologies.
- Excellent stakeholder management and workshop facilitation skills.
- Strong analytical, documentation, and communication abilities.
Preferred Skills
- Experience in large-scale enterprise ServiceNow transformations.
Certifications
- ServiceNow Certified System Administrator (CSA) – Mandatory
- ServiceNow Certified Implementation Specialist (CIS-ITSM) – Preferred
- ITIL V4 Foundation or Higher – Mandatory
Key Competencies
- Requirements Management
- Business Process Analysis
- Stakeholder & Customer Management
- Workshop Facilitation
- Agile Delivery
- Documentation & Governance
- Problem Solving and Decision Making
Pay: ₹447,479.34 - ₹1,721,580.14 per year
Work Location: Remote
