The Chance

As a ServiceNow AI Senior Business Analyst, you will lead the end-to-end analysis, discovery, and delivery of ServiceNow capabilities with a strong focus on Artificial Intelligence, Now Assist-based solutions, and related platform features in close partnership with product owners and engineering teams. You will translate business needs into clear, actionable requirements, ensure solutions align to ServiceNow best practices, and support delivery through the full agile lifecycle, including incident-driven enhancements and continuous improvement. You will serve as a key SME for AI/ML-enabled workflows, ensuring user-centric design, measurable outcomes, and scalable adoption across Takeda.

Responsibilities

- Lead stakeholder discovery to identify and qualify AI/Now Assist opportunities (agent support, self-service, workflow automation) and define measurable outcomes.
- Define and manage epics, features, user stories, acceptance criteria, dependencies, and success metrics for ServiceNow AI initiatives.
- Shape and maintain the product backlog with product owners: prioritization, refinement, roadmap alignment, and value-based delivery.
- Translate business processes into AI-enhanced workflow requirements (intent capture, auto-triage, categorization, routing, next-best action, summarization).
- Lead requirements for Now Assist capabilities (search, summarization, content generation, agent assist/virtual agent assist), including usage guardrails and user experience needs.
- Drive conversation design requirements for Virtual Agent




- Define requirements for AI-assisted knowledge management (article standards, content lifecycle, feedback signals, governance) to improve answer quality and deflection.
- Partner with architects/developers to ensure requirements are feasible, testable, aligned with ServiceNow best practices, and minimize customization.
- Capture non-functional requirements for AI features: performance, reliability, scalability, usability, observability, and supportability.
- Document governance and compliance requirements for AI: data classification, RBAC, audit trails, privacy, prompt/data exposure controls, and risk controls.
- Establish requirements for AI evaluation and monitoring: quality scoring, accuracy validation, human-in-the-loop approvals, feedback loops, and KPI dashboards.
- Define and operationalize feedback mechanisms (agent/user ratings, corrections, re-ranking signals) to support continuous improvement of AI outcomes.
- Coordinate UAT end-to-end: test strategy, scenarios, traceability, defect triage, and release readiness for AI and non-AI features.
- Support product-related incidents by analyzing themes/root causes, recommending enhancements, and driving incident-to-backlog conversion.




- Facilitate agile ceremonies and delivery support: refinement, sprint planning support, demos, retrospectives, and stakeholder communications.
- Support adoption readiness: training needs, release notes, comms, and change management for new AI-driven experiences.

Skills and Qualifications

Education : Bachelors degree (or higher) in Computer Science, Information Technology, or a related field; or equivalent work experience.

Experience : 6+ years as a Business Analyst, with 3+ years specifically focused on ServiceNow AI & ML features like Now Assist, Virtual Agent, Agent Assist, Summarization & Content Generation, AI Search, Predictive Intelligence, AIOps/Operational Intelligence, Process Optimization, Document Intelligence, Agentic AI

Agentic AI Technical Understanding : Awareness of ServiceNow platform architecture and common configuration elements. Ability to assess feasibility of requirements against OOB features vs. customization

Experience configuring ServiceNow AI/ML features

Familiarity with integrating ServiceNow AI tools with third party applications.

Sost Skills : Excellent facilitation, documentation, and communication skills. Strong stakeholder management and negotiation skills. Analytical mindset with a focus on business value delivery.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Business Analyst- ServiceNow Artificial Intelligence (Bengaluru)
🏢 Takeda Pharma Vertrieb
📍 Bengaluru