Job Summary

Job title: Senior Expert GES DTS ServiceNow (SNOW-Business Analyst)

Location: Hyderabad, India

At dsm-firmenich we strive to achieve a world where you don't have to choose between taste, texture, or health - and can enjoy it all. Our innovative ingredients, expertise, and solutions bridge the gap between the delicious, the nutritious, and the sustainable.

In this role you will play the role of ServiceNow Business Analyst, accountable for translating business needs, process requirements, and stakeholder priorities into clear, actionable requirements for the ServiceNow platform. This role ensures that ServiceNow enhancements, implementations, and platform changes are well defined, business aligned, user focused, and delivered in line with governance, SIAM operating models, and enterprise standards. Acting as a bridge between business stakeholders, process owners, platform teams, architects, and delivery partners, the Business Analyst drives requirement quality, process clarity, adoption readiness, and successful delivery of ServiceNow capabilities.

Responsibilities 1. Business Analysis & Requirements Management

- Partner with business stakeholders, process owners, product owners, and platform teams to capture and clarify business requirements for ServiceNow initiatives.
- Translate business needs into user stories, acceptance criteria, process flows, functional requirements, and backlog items.
- Ensure requirements are complete, testable, prioritized, and aligned with platform standards and out-of-the-box ServiceNow capabilities wherever possible.
- Support demand intake, impact assessment, scope definition, and change prioritization across ServiceNow modules.

2. Process Design & ServiceNow Solution Alignment
- Analyze current-state processes and support the design of future-state workflows on the ServiceNow platform.
- Work with architects and functional leads to ensure requirements are translated into practical,



scalable, and maintainable ServiceNow solutions.
- Support solution design across modules such as ITSM, HRSD, CSM, SPM, CMDB, ITOM, GRC, Legal Service Delivery, and custom applications as applicable.
- Promote process simplification, standardization, automation, and reuse of platform capabilities.

3. Backlog, Delivery & Testing Support
- Maintain and refine the product backlog in collaboration with product owners, scrum teams, and delivery partners.
- Support sprint planning, backlog grooming, requirement walkthroughs, build clarifications, and functional reviews.
- Define and support test scenarios, UAT planning, defect triage, and business validation to ensure delivered solutions meet agreed requirements.
- Track requirement traceability from demand through design, build, testing, deployment, and adoption.

4. Governance, Controls & Change Readiness
- Ensure requirements and process designs comply with ServiceNow governance, security, data, audit, and compliance standards.
- Support impact assessments for platform changes, releases, integrations, and process changes.
- Prepare business stakeholders for adoption through process documentation, training inputs, communication support, and transition readiness activities.
- Identify risks, dependencies, open decisions, and requirement gaps early and drive timely resolution.

5. Reporting, Insights & Continuous Improvement
- Use ServiceNow data, reports, dashboards, and stakeholder feedback to identify improvement opportunities.




- Support continual service improvement initiatives focused on user experience, automation, operational efficiency, and service quality.
- Contribute to roadmap inputs by identifying recurring pain points, process bottlenecks, and value opportunities.
- Promote data-driven decisions and measurable business outcomes from ServiceNow delivery.

6. Stakeholder & Vendor Collaboration
- Build strong working relationships with business stakeholders, process owners, platform owners, architects, SIAM teams, and delivery partners.
- Facilitate workshops, requirement sessions, demos, and decision discussions with clear documentation and follow-through.
- Coordinate with system integrators and internal teams to clarify scope, resolve requirement questions, and validate delivery outputs.
- Act as a trusted functional advisor to stakeholders on ServiceNow process and requirement topics.

We bring
- A supportive environment where you're empowered to grow and share your ideas.
- An inclusive and multicultural team with respect for everyone
- A dynamic work environment with many challenges that give you the possibility to work autonomously and with a team in finding the right solutions.

You bring
- 6+ years of experience as a Business Analyst, Functional Analyst, Product Analyst, or similar role in enterprise IT platforms.
- Solid experience working with ServiceNow implementations, enhancements, or platform operations.
- Good understanding of ITSM processes such as Incident, Request, Problem, Change, Knowledge, Service Catalog, and CMDB; exposure to HRSD, CSM, SPM, ITOM, GRC, or Legal Service Delivery is an advantage.
- Proven ability to write clear user stories, acceptance criteria, process flows, business requirements, and functional specifications.
- Experience working in Agile delivery models, sprint ceremonies, backlog management, UAT, and release support.

📌 Senior Expert GES DTS SNOW (Hyderabad)
🏢 DSM Firmenich
📍 Hyderabad