Role: Senior Business Analyst-

Location- Mumbai

Experience: 8 Year+

Business Relationship Manager / Senior Business Analyst – ServiceNow

Experience: 8–12 years overall, with 5+ years in Business Analysis, Business Relationship Management, ITSM, or ServiceNow-related roles.

- The individual will understand business priorities, identify opportunities for process improvement, and translate business needs into clear requirements, functional designs, and actionable ServiceNow implementation roadmaps.
- The ideal candidate combines strong business acumen, stakeholder management, process expertise, analytical thinking, and a practical understanding of the ServiceNow platform.

1-Key Responsibilities

Business Relationship Management

- Establish and maintain strong relationships with business leaders, process owners, product owners, and IT stakeholders.
- Understand business strategies, operational challenges, priorities, and transformation objectives.
- Conduct regular stakeholder engagement sessions, business reviews, and roadmap discussions.
- Build a demand pipeline aligned with business value, urgency, risk, and strategic objectives.

Business Analysis and Requirement Translation

- Analyse, validate, and document business requirements through workshops, interviews, process walkthroughs, and stakeholder consultations.
- Translate business problems into functional requirements, user stories, acceptance criteria, process flows, and business rules.
- Identify gaps between current-state processes and desired future-state operating models.
- Develop business process maps, use cases, functional specifications, and requirements traceability matrices.
- Collaborate with ServiceNow architects,



developers, administrators, and process consultants to validate feasibility and define appropriate solutions.
- Ensure requirements are clear, testable, prioritised, and aligned with platform standards.

Demand Management

- Maintain a structured demand register covering business requests, improvement opportunities, regulatory needs, and technical debt-related business impacts.
- Assess and prioritise demands based on business value, customer experience, operational efficiency, risk reduction, effort, and strategic alignment.
- Facilitate backlog refinement and prioritisation with business and delivery stakeholders.
- Develop business cases, value assessments, and implementation roadmaps.
- Track demands from initial intake through requirements, design, implementation, testing, deployment, and value realisation.

2-Required Skills and Competencies

Business and stakeholder skills

- Strong stakeholder engagement, influencing, negotiation, and relationship management skills.
- Ability to engage with senior business leaders and technical teams.
- Excellent communication, facilitation, presentation, and decision-making skills.
- Ability to challenge requirements constructively and manage competing priorities.

Business analysis skills

- Business requirements elicitation and documentation.




- User stories, acceptance criteria, process mapping, and functional specifications.
- Current-state and future-state analysis, gap assessment, and root-cause analysis.
- Agile delivery practices, backlog management, and UAT coordination.
- Business case preparation and perks realisation.

ServiceNow and ITSM skills

- practical understanding of the ServiceNow platform and its capabilities.
- Strong understanding of ITIL and ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
- Ability to map business requirements to ServiceNow functionality and standard platform capabilities.
- Understanding of integrations, workflows, CMDB, reporting, dashboards, and automation concepts.
- Awareness of ServiceNow governance, release management, platform configuration, and customisation best practices.

3-Qualifications and Experience

- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.
- 8–12 years of relevant professional experience, preferably in enterprise IT, ITSM, ServiceNow delivery, business analysis, or relationship management.
- Demonstrated experience translating business needs into technology solutions.
- Experience working with cross-functional business and technology teams in an AMS, product, transformation, or managed-services environment.
- ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Specialist, or relevant micro-certifications are desirable.
- CBAP, CCBA, PMI-PBA, ITIL 4, or Agile/Scrum certifications are advantageous.

📌 Senior Business Analyst || 8 Year+ || Only Immediate Joiner || Mumbai
🏢 Innova ESI
📍 Mumbai