ServiceNow Business Process Analyst/QA - CSM, FSM, MCO, APO Focused

Key Responsibilities

Job Summary:In this role you will partner with individuals across the organization, at various levels, including divisional business teams, product owners, IT teams and ServiceNow team members (Service Delivery and Operations teams) to facilitate user story gathering, Testing and design sessions, and collaboratively define solutions that address key opportunities

Key Responsibilities:
- Requirements gathering, business analysis implementation, support and services of Development cycle (Agile Methodology, Protected, Waterfall).
- Build Service now ATFs and test cases and SOPs
- Mention ability to design regression test suites for upgrades and new releases.
- Show how business requirements are translated into functional test cases.
- Emphasize traceability: requirements test cases validation results.
- Position yourself as the bridge ensuring test cases align with business needs.
- Responsible for project goals and objectives,



key process decisions and alignment with project stakeholders related to large projects, KPIs projections, tracking, and reporting for assigned initiatives
- Translate business needs into functional specifications and process flows
- Identify gaps, inefficiencies, and opportunities for automation and optimization
- Define and Owns HLD and LLD from functional standpoint however shall not be limited to only functional aspects alone and may extend further to business knowledge also.
- Conduct research and analysis to support business decision-making.
- Collaborate with stakeholders to identify and define project requirements.
- Support the development of project plans and timelines, Upgrade activities.
- Assist in the preparation of reports and presentations for management.
- Participate in meetings and provide input on business processes and improvements.
- Perform other duties as assigned by the Senior Business Analyst or Manager like defining SOPs , Knowledge

📌 ServiceNow Business Process Analyst/QA (Bengaluru)
🏢 Ecolab Global Services
📍 Bengaluru