Experience-10+years Position Overview We are seeking an experienced Business Analyst with 6–8 years of experience, strong ServiceNow platform knowledge, and a good understanding of Service Desk operations to join our team. The successful candidate will be responsible for analyzing business requirements, translating them into technical specifications, and ensuring successful implementation through comprehensive testing strategies.

Key Responsibilities Requirements Analysis & Documentation

- Gather, analyze, and document business requirements from stakeholders across various departments
- Conduct stakeholder interviews, workshops, and requirements gathering sessions
- Create detailed functional specifications and user stories
- Develop process flow diagrams and system interaction models
- Maintain requirements traceability matrix throughout project lifecycle

Technical Translation & Solution Design

- Convert business requirements into technical requirements for ServiceNow development teams
- Collaborate with technical architects to design optimal ServiceNow solutions
- Define system configurations, workflows, and integration requirements
- Create detailed technical documentation including data mapping and system specifications
- Ensure alignment between business objectives and technical implementation

Testing & Quality Assurance

- Develop comprehensive test plans and test cases based on business requirements
- Execute User Acceptance Testing (UAT) and coordinate with business users
- Perform functional testing of ServiceNow modules and integrations
- Identify defects and work with development teams for resolution
- Validate system performance against business requirements

Stakeholder Management

- Serve as primary liaison between business users and technical teams
- Facilitate requirements review sessions and approval processes




- Provide regular project updates and status reports to stakeholders
- Manage scope changes and impact assessments
- Conduct training sessions for end users on new ServiceNow functionalities

Required Qualifications Technical Skills

- 6-8 years of Business Analysis experience with strong ServiceNow platform knowledge
- Deep understanding of ServiceNow platform architecture and capabilities
- Proficiency in ServiceNow modules including Service Catalog, Knowledge Management, Virtual Agent, and Integration Hub
- Experience with ServiceNow scripting concepts (Business Rules, Client Scripts, Workflows)
- Knowledge of Flow Designer, Orchestration, and Process Automation Designer
- Understanding of REST/SOAP APIs and integration patterns
- Familiarity with HTML, CSS, and basic JavaScript concepts
- Working knowledge of Service Desk operations, workflows, and ticketing systems

Business Analysis Expertise

- Solid experience in requirements gathering, analysis, and documentation
- Proficiency in creating functional specifications, user stories, and process documentation
- Experience with requirements management tools (JIRA, Confluence, etc.)
- Knowledge of business process modeling and workflow design
- Expertise in test planning, test case creation, and UAT execution

Industry Knowledge

- Strong understanding of ITSM, ITOM, ITBM processes, and Service Desk best practices.
- Knowledge of ITIL framework and service management best practices
- Experience with enterprise integration patterns and middleware technologies
- Understanding of Agile/Scrum methodologies and project management principles

Preferred Qualifications Certifications

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) in relevant modules
- ITIL Foundation certification
- Business Analysis certification (CBAP, CCBA, or PMI-PBA)
- Agile/Scrum certification

📌 ServiceNow Business Analyst (Bengaluru)
🏢 Inoptra Digital
📍 Bengaluru