About This Role

5 to 8 years of experience
Skills: ITSM, SNOW, HRSD
Job Description – Business Analyst (HRSD & ITSM) | ServiceNow

Role Overview:

We are looking for a skilledBusiness Analystwith solid experience in ServiceNow HR Service Delivery (HRSD) andIT Service Management (ITSM)to bridge business requirements with platform capabilities, drive process improvements, and support successful solution delivery.

Key Responsibilities:
- Gather, analyze, and document business requirements for HRSD and ITSM initiatives.
- Conduct stakeholder workshops and translate business needs into functional specifications / user stories.
- Work closely with product owners, architects, and development teams on solution design and implementation in ServiceNow.
- Configure / support workflows related toCase Management, Knowledge Management, Employee Center, Catalog Items, Incident, Request, Problem, and Change Management.
- Perform gap analysis and recommend process optimization aligned with best practices.
- Support UAT, training,



release planning, and deployment activities.
- Create process flows, BRDs/FRDs, test cases, and business documentation.
- Ensure integration and alignment between HRSD and ITSM processes where applicable.

Required Skills:
- 5+ years as Business Analyst, with hands-on experience in ServiceNow HRSD and ITSM.
- Robust understanding ofHR case management, employee workflows, incident/request lifecycle, SLAs, and service catalogs.
- Experience inAgile / Scrum delivery model.
- Excellent stakeholder management and communication skills.
- Ability to translate business requirements into platform-ready functional requirements.
- Familiarity with integrations, reporting, dashboards, and automation capabilities in ServiceNow.

Preferred:
- ServiceNow Certifications (CSA / CIS-HRSD / CIS-ITSM).
- Experience in enterprise digital transformation programs.

📌 ServiceNow Business Analyst – ITSM (Gurugram)
🏢 Lister Digital
📍 Gurugram