Role Summary

We are looking for an experienced ServiceNow Business Analyst with strong expertise in business analysis, process consulting, requirements management, and ServiceNow implementations.

The ideal candidate should have excellent functional knowledge of the ServiceNow platform, strong stakeholder-management and documentation skills, and proven experience working in Agile delivery environments. The candidate will act as a bridge between business stakeholders, product owners, architects, developers, and QA teams to ensure business requirements are translated into scalable and effective ServiceNow solutions.

Key Responsibilities

- Engage with business stakeholders, product owners, and process owners to understand business objectives, challenges, pain points, and requirements.
- Conduct stakeholder interviews, requirement-gathering sessions, workshops, and process-discovery sessions.
- Analyze existing business processes and identify opportunities for process improvement, optimization, and automation.
- Define and document As-Is and To-Be processes, process flows, business rules, and functional requirements.
- Translate business requirements into epics, features, user stories, and detailed acceptance criteria.
- Prepare functional requirement documents, business requirement documents, process maps, use cases, wireframes, workflow diagrams, and other project documentation.
- Work closely with ServiceNow Architects, Developers, and technical teams to ensure requirements are technically feasible and aligned with ServiceNow best practices.




- Review functional and solution designs and provide requirement clarification throughout the implementation lifecycle.
- Manage requirement traceability and ensure all requirement changes are assessed, documented, communicated, and approved appropriately.
- Collaborate with QA and testing teams to define test scenarios, test cases, expected outcomes, and acceptance criteria.
- Support and coordinate User Acceptance Testing (UAT), defect triage, business validation, and sign-off activities.
- Participate actively in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
- Support Product Owners with backlog management, prioritization, release planning, and requirement clarification.
- Facilitate discussions between business and technical stakeholders and resolve functional or process-related issues.
- Prepare and conduct solution demonstrations, walkthroughs, and presentations for business stakeholders.
- Support deployment, go-live, hypercare, and post-production validation activities.
- Identify opportunities to leverage ServiceNow for workflow automation, self-service, process standardization, and improved user experience.




- Ensure delivered solutions meet agreed business requirements and provide measurable business value.

Required Skills & Qualifications

- 10+ years of experience as a Business Analyst, Functional Consultant, or Process Consultant.
- Minimum 4+ years of hands-on experience working on ServiceNow implementations.
- Robust understanding of Business Analysis methodologies, SDLC, and Agile/Scrum delivery models.
- Extensive experience in requirements elicitation, analysis, documentation, validation, and traceability.
- Strong knowledge of ServiceNow processes, workflows, and platform capabilities.
- Experience creating user stories, acceptance criteria, process flows, functional specifications, and business requirement documents.
- Strong understanding of process mapping, gap analysis, and As-Is/To-Be process definition.
- Experience supporting UAT, defect management, release validation, and production deployments.
- Strong stakeholder-management, facilitation, communication, and presentation skills.
- Ability to collaborate effectively with Product Owners, Architects, Developers, QA teams, and business stakeholders.
- Strong analytical and problem-solving capabilities with a process-improvement mindset.

Certifications The following certifications are preferred:

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Business Process Analyst / Business Analyst certification or relevant ServiceNow learning path

Mandatory Experience

- Business Analyst Experience: 10+ years
- ServiceNow Experience: 4+ years

📌 Senior ServiceNow Business Analyst (India)
🏢 DataLunix
📍 India