Business Analyst – ServiceNow ITSM & ITOM

Contract

Pan India

Key Responsibilities

Gather, analyze, and document business and functional requirements for ServiceNow ITSM and ITOM solutions.

Work with stakeholders to understand existing processes, identify gaps, and recommend process improvements.

Translate business requirements into user stories, acceptance criteria, process flows, and functional specifications.

Support ServiceNow modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, Discovery, and Event Management.

Analyze ITSM and ITOM workflows and identify opportunities for automation and optimization.

Collaborate with ServiceNow developers, administrators, architects, and integration teams throughout the implementation lifecycle.

Conduct workshops, requirement-gathering sessions, process walkthroughs,



and stakeholder meetings.

Define and document As-Is and To-Be processes.

Support UAT planning, test case preparation, defect validation, and business sign-off.

Assist with ServiceNow integrations and understand data flows between ServiceNow and external systems.

Support CMDB and ITOM requirements, including Discovery, Service Mapping, Event Management, and configuration data.

Prepare functional documentation, process documentation, and training materials.

Track requirements, dependencies, risks, and issues throughout projects.

Support post-production validation and continuous improvement initiatives.

📌 Business Analyst – ServiceNow ITSM & ITOM || Contract || Pan India
🏢 AceStack
📍 India