The Opportunity

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 explicit, 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, observa

📌 Senior Business Analyst- ServiceNow Artificial Intelligence (Bengaluru)
🏢 Shire
📍 Bengaluru