Job Title: ServiceNow Business Analyst

Job description

- Requirement specification for enhancement requests for existing servicenow tools and processes
- Leading various ITSM customer working and focus groups to solicit requirements
- Direct interaction with customers as well as on and off-shore development teams
- Identify areas of process and tooling improvement
- Ensure gaps are clearly defined and assessed
- Functional specification of target state processes
- Work closely with the development teams throughout all phases
- Produce test strategies and engage actively in the testing phase
- Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
- Work closely with BA s in other ITSM streams
- Take an active role in customer and stakeholder engagement sessions
- Take respective ownership throughout the project lifecycle
- Ongoing involvement in continuous improvement of operating process and toolset enhancement
- Conversant with Agile methods including SRUM

Primary Skills





- Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM/HRSD/ITBM/GRC to the organization and able to align business requirements to the specific way these are implemented within that platform
- Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
- Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
- In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Secondary Skills

- Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
- Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
- Can manage the trade-offs of business analysis within time / cost / quality constraints
- Is up to date with developments in individual area of expertise

📌 Servicenow Business Analyst (Pune)
🏢 Capgemini
📍 Pune