The ServiceNow Senior Business Analyst will act as a strategic liaison between business stakeholders and technical teams translating business needs into scalable ServiceNow solutions The role requires deep understanding of ITSM ITOM HRSD CSM processes strong stakeholder management and experience delivering enterprise-grade ServiceNow implementations Key Responsibilities Business Analysis Stakeholder Management Engage with business stakeholders process owners and SMEs to gather analyze and validate requirements Facilitate workshops discovery sessions and requirement walkthroughs Translate business needs intofunctional requirements user stories and acceptance criteria Manage requirement traceability throughout the delivery lifecycle Act as the primary point of contact for business clarifications and change requests ServiceNow Functional Expertise Provide functional leadership across ServiceNow modules such as ITSM Incident Problem Change Request ITOM HR Service Delivery HRSD Customer Service Management CSM CMDB Discovery good to have Define and optimize workflows catalog items SLAs business rules and UI policies Ensure alignment withServiceNow OOTB best practices and minimize customization Solution Design Delivery Support Collaborate with ServiceNow architects developers and QA teams to ensure correct implementation Review solution designs for functional accuracy and business alignment Support sprint planning backlog grooming and release planning Participate in SIT UAT planning execution and defect triage Support go-live activities training and post-production stabilization Governance Continuous Improvement Ensure compliance with organizational governance and ServiceNow standards Identify opportunities for process improvement and automation Drive adoption value realization and continuous service improvement Support reporting dashboards and KPI definition Required Skills Qualifications Functional Domain Skills Strong experience as aBusiness Analyst on ServiceNow platform In-depth knowledge of ITIL processes ITSM Experience working inAgile Scrum delivery models Strong understanding of enterprise service management concepts Documentation Tools Expertise in BRDs FRDs user stories process flows and wireframes JIRA Azure DevOps ServiceNow Agile module Visio Miro or similar process-mapping tools Soft Skills Excellent communication and presentation skills Strong analytical and problem-solving abilities Ability to influence stakeholders and manage expectations Experience working with global and cross-functional teams Certifications Preferred ServiceNowCertified System Administrator CSA ServiceNowCertified Implementation Specialist ITSM HRSD CSM ITIL v4 Foundation or higher CBAP CCBA positive to have Nice to Have Experience with ServiceNow upgrades and re-implementations Exposure to integrations REST SOAP MID Server concepts Experience in large enterprise or multi-vendor environments

📌 Senior Business Analyst - Snow (Gurugram)
🏢 Bounteous x Accolite
📍 Gurugram