Certifications (Preferred) (CSA) ,ITIL Foundation Certification,

Required Skills

- Solid understanding of ServiceNow ITSM modules.
- Experience in requirement gathering and stakeholder management.
- Knowledge of ITIL processes and framework.
- Ability to create user stories, use cases, process diagrams, and functional specifications.
- Experience with Agile/Scrum methodology.
- Good communication and presentation skills.

Preferred Skills

- ServiceNow CSA Certification.
- ITIL Foundation Certification.
- Exposure to CMDB, Service Portal, Knowledge Management, and Reporting.
- Experience working in global delivery environments.

Responsibilities Matrix

- Requirement Gathering
- Process Analysis & Improvement
- User Story Creation
- UAT Coordination
- Stakeholder Management
- Release Support
- Documentation & Training

Ideal Candidate: A functional consultant/business analyst who can bridge business requirements and ServiceNow technical teams while ensuring successful ITSM process implementation and adoption.

📌 ServiceNow ITSM Business Analyst (BA) (India)
🏢 GC Technologies
📍 India