We are looking for an experienced ServiceNow ITSM Business Analyst with robust expertise in ITSM processes, business requirement analysis, stakeholder management, and ServiceNow implementations/enhancements.
The ideal candidate will act as a bridge between business stakeholders and ServiceNow technical teams, translating business requirements into functional specifications, user stories, process flows, and actionable solutions. The candidate should have strong knowledge of ITIL processes and hands-on functional experience across core ServiceNow ITSM modules.
Key Responsibilities
• Gather, analyze, validate, and document business requirements for ServiceNow ITSM processes.
• Conduct stakeholder interviews, requirement-gathering sessions, and process workshops.
• Understand current-state processes and define As-Is / To-Be process flows.
• Perform gap analysis and identify opportunities for process improvement and automation.
• Prepare BRD, FRD/FSD, functional specifications, user stories, use cases, process flows, and acceptance criteria.
• Work closely with ServiceNow developers, architects,
QA teams, Product Owners, and business stakeholders.
• Support implementation and enhancement of ServiceNow ITSM modules including:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Catalog
• Knowledge Management
• CMDB
• Ensure proposed solutions are aligned with ITIL best practices and business objectives.
• Participate in Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
• Coordinate SIT/UAT activities, including test scenario validation, defect tracking, retesting, and business sign-off.
• Support release planning, deployment validation, production implementation, and post-production/hypercare activities.
• Conduct stakeholder demonstrations and solution walkthroughs.
• Prepare process documentation, training materials, and support end-user training where require
📌 ServiceNow ITSM Business Analyst (Pune)
🏢 Zorba AI
📍 Pune