All Posting Locations Ahmedabad Gujarat IN Job Functions Global Business Services Date Published September 26 2025 Ref R-96779 ABOUT THE ROLE We are seeking an experienced Senior Business Analyst to lead a team of Business Analysts in analyzing business requirements facilitating solutions within the ServiceNow platform and ensuring that our IT service management processes align with organizational goals The successful candidate will have a robust background in IT service management excellent stakeholder management skills and experience in leading a team of analysts Key Responsibilities Stakeholder Management Develop and maintain strong relationships with senior stakeholders across the organization including IT and business leaders Ensure that their needs are understood and addressed through effective communication and solution delivery Strategic Planning Collaborate with senior leaders to develop and implement strategic plans for ServiceNow adoption and process improvements Identify opportunities for business value realization and prioritize initiatives accordingly Requirements Gathering Collaborate with stakeholders to identify and document business needs and requirements related to ServiceNow implementations and enhancements Ensure that requirements are aligned with organizational goals and objectives Solution Design Work with technical teams to translate business requirements into functional specifications and assist in the design of ServiceNow solutions Ensure that solutions meet business needs and are aligned with IT service management best practices Process Improvement Analyze current business processes and workflows identify areas for improvement and automation within ServiceNow Develop and implement process improvements that drive business value and efficiency Metrics and Reporting Develop and track key performance metrics to measure the effectiveness of ServiceNow solutions and process improvements Provide insights and recommendations to senior stakeholders to inform business decisions Knowledge Management Ensure that the team maintains up-to-date knowledge of ServiceNow modules IT service management best practices and industry trends Develop and maintain documentation including process flows user manuals and training materials Qualifications Bachelor s degree in Business Administration Information Technology or a related field Proven experience as a Senior Business Analyst preferably with ServiceNow and a minimum of 5 years of experience in a leadership role Strong understanding of IT service management ITSM principles and best practices Excellent analytical problem-solving and organizational skills Proficient in documenting business requirements and creating functional specifications Experience with ServiceNow modules e g Incident Management Change Management Problem Management is a plus Strong communication skills and the ability to work effectively with cross-functional teams Familiarity with Agile methodologies is advantageous ServiceNow Certified System Administrator or Business Analyst certification Experience with data analysis and reporting tools Knowledge of ITIL framework and practices Preferred Qualifications Master s degree in Business Administration Information Technology or a related field Experience with team management and leadership Certification in IT service management e g ITIL Foundation Experience with project management methodologies e g Agile Waterfall Strong understanding of business operations and processes Location s Ahmedabad - Venus Stratum GCC Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups Women Veterans Individuals with Disabilities Sexual Orientation Gender Identity and other protected classes