Platform: ServiceNow

Role: Senior Business Analyst / IT Business Analyst

Domain: ITSM, ITOM, ITBM/SPM, HRSD, CSM, or other ServiceNow modules, depending on project requirements.

Location: Chennai - Hybrid

A Senior ServiceNow Business Analyst with 8+ years of experience is responsible for gathering business requirements, analyzing business processes, translating stakeholder needs into functional specifications, and supporting the implementation and enhancement of ServiceNow solutions. The role involves working closely with business stakeholders, product owners, developers, architects, QA teams, and project managers to deliver scalable solutions aligned with business objectives.

Key Responsibilities

1. Engage with business stakeholders and process owners to understand business objectives, pain points, and requirements.
2. Conduct stakeholder interviews, requirement-gathering sessions, workshops, and process discovery sessions.
3. Analyze current-state processes and identify opportunities for process optimization and automation.
4. Define As-Is and To-Be processes, process flows, business rules, and functional requirements.
5. Translate business requirements into epics, features, user stories, and detailed acceptance criteria.
6. Create functional requirement documents, process maps, use cases, wireframes, and other project documentation.
7.



Work closely with ServiceNow Architects and Developers to ensure requirements are technically feasible and aligned with ServiceNow best practices.
8. Review functional designs and provide clarification to development teams throughout the implementation lifecycle.
9. Collaborate with QA teams to define test scenarios, test cases, and expected outcomes.
10. Support and coordinate User Acceptance Testing (UAT), defect triage, and business validation.
11. Participate in sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
12. Support product owners in backlog prioritization and release planning.
13. Manage requirement traceability and ensure changes to requirements are properly assessed and documented.
14. Facilitate stakeholder discussions and resolve functional/process-level issues.
15. Prepare demonstrations and walkthroughs for business stakeholders.
16. Support deployment, hypercare, and post-production validation activities.
17. Identify opportunities for ServiceNow automation, workflow optimization, self-service, and improved user experience.

Solid understanding of business analysis methodologies and SDLC.

Excellent experience in requirements elicitation, analysis, documentation, and validation.

ServiceNow Certified System Administrator (CSA)

ServiceNow Business Process Analyst / Business Analyst certification or learning path

📌 Business Analyst SNOW (Chennai)
🏢 PlanetLink Solutions
📍 Chennai