Process Design and Implementation:

- Engage business stakeholders, end users, and subject matter experts to elicit, analyze, and document business, functional, and non-functional requirements.

- Participate in holistic business process design sessions, including identifying stakeholders from all factions of the business to ensure thorough and complete processes.

- Conductive probing and effective discovery sessions to assess current processes to translate business needs into functional and scalable requirements.

- Recommend optimized processes and support implementation of improved workflows and standards.

Stakeholder Engagement & Communication

- Identify risks, dependencies, and gaps related to requirements and proactively communicate impacts and mitigation options to IT Leadership.

- Present requirements, findings, and recommendations to stakeholders at various levels to ensure adoption and agreement ahead of solution implementation.

- Act as a liaison between business stakeholders and technology teams to ensure shared understanding and alignment.

Organizational Change Management

- Collaborate with all stakeholders for thorough understanding, documentation, training and adoption of processes within ServiceNow to ensure adoption of all ServiceNow implementations.

- Support test planning, UAT preparation, and defect triage to ensure solutions meet business expectations.





- Define and carry out effective and holistic training plans for all stakeholders, end users, and subject matter experts impacted by implemented solutions.

Delivery Support & Continuous Improvement

- Adhere to established processes and ceremonies, ensuring consistent participation in planning, backlog refinement, reviews, and retrospectives as defined by IT Leadership.

- Drive continuous improvement by proactively identifying opportunities to enhance business analysis practices, processes, and delivery outcomes, and implementing improvements based on feedback and lessons learned.

- Proactively monitor and analyze post-implementation performance to identify areas for optimization and provide feedback for product development.

Documentation & Reporting

- Maintain clear, accurate, and organized documentation for requirements, processes, and related artifacts (including but not limited to roadmaps, process maps, technical guidelines, and user stories).

- Ensure requirements are clear, testable, traceable, and aligned with business outcomes, and actively traceable within ServiceNow workplace.

Basic Qualifications:

- 5+ years progressive experience as part of a professional services organization; or equivalent education/experience

- 2+ years of ServiceNow experience

- Experience working collaboratively

- Certified System Administrator (CSA) preferred

📌 Servicenow Business Analyst (India)
🏢 Pomeroy
📍 India