– ServiceNow Business Analyst

Location: Hyderabad, Bangalore (Hybrid 3 Days WFO)

Employment Type: 6 Months contract (Can be extended or Fulltime)

Start Date: Immediate

Experience Required: 10 years (6+ Years ServiceNow BA Experience)

Role Overview

Experienced ServiceNow Business Analyst to support a large-scale greenfield ServiceNow implementation. The successful candidate will work closely with business stakeholders, ServiceNow SMEs, architects, developers, and project delivery to gather requirements, facilitate workshops, document business processes, and support delivery across multiple ServiceNow modules including:

CMDB & CSDM

ITSM

ITOM

Service Catalogue

Employee Centre Portal

Strategic Portfolio Management (SPM)

Integrated Risk Management (IRM)

Enterprise Architecture (EA)

Workflow Data Fabric (WDF)

Integration Hub

Enterprise Integrations & Custom Applications The Business Analyst will serve as the primary liaison between business and technical teams, ensuring requirements are clearly defined, aligned to ServiceNow best practices, and translated into actionable development deliverables.

Key Responsibilities

Business Analysis & Requirements Management

Schedule and facilitate client workshops, discovery sessions, and requirement gathering meetings.

Analyze current-state processes and define future-state ServiceNow-enabled solutions.

Elicit, document, validate, and obtain approval for business and functional requirements.

Identify opportunities to leverage Out-of-the-Box (OOTB) capabilities and minimize customizations.

Perform gap analysis and document process improvements.





Documentation & Deliverables

Create and maintain:

Business Requirements Documents (BRDs)

Functional Requirements

Process Flows and Use Cases

Requirement Traceability Matrices

Solution Decision Logs

Test Scenarios and Acceptance Criteria

Ensure requirements are complete, explicit, and traceable throughout the project lifecycle.

Agile Delivery & JIRA Management

Translate business requirements into detailed JIRA Epics, Features, and User Stories.

Develop clear acceptance criteria to support developer handoff.

Participate in backlog grooming, sprint planning, reviews, and retrospectives.

Clarify requirements and support developers during implementation.

Stakeholder Collaboration

Partner with business stakeholders, Product Owners, ServiceNow Architects, SMEs, Developers, QA teams, and Project Managers.

Facilitate requirement reviews, solution walkthroughs, and design discussions.

Effectively communicate business needs to technical teams and technical concepts to business users.

Testing, Demos & UAT Support

Support solution demonstrations and sprint reviews.

Define and coordinate User Acceptance Testing (UAT).

Assist business users in test execution and defect validation.





Verify delivered solutions meet approved requirements and acceptance criteria.

Required Skills & Experience

ServiceNow Experience

Strong understanding of one or more of the following:

ITSM

ITOM

CMDB

CSDM

Service Catalog

Employee Center

SPM

IRM

EA

Integration Hub

WDF

Business Analysis Skills

Requirements elicitation and analysis

Workshop facilitation

Process mapping and gap analysis

Stakeholder management

Business process improvement

Documentation and reporting

Agile/Scrum delivery methodologies

Tools

JIRA

Confluence

Microsoft Visio

Microsoft Office Suite

Communication Skills

Excellent verbal and written communication skills.

Ability to facilitate executive, business, and technical workshops.

Strong presentation, negotiation, and stakeholder management capabilities.

Qualifications

Bachelor's degree in Business, Information Technology, Computer Science, or related field.

7+ years of Business Analysis experience.

4+ years of ServiceNow implementation experience.

Experience working on enterprise-scale digital transformation programs.

Experience creating BRDs, user stories, acceptance criteria, and UAT documentation.

Preferred Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (CIS)

ITIL Foundation

CBAP / PMI-PBA

Certified Scrum Master (CSM)

Thanks & Regards

Omair Ullah

Recruiter

ENCORE IT SOLUTIONS

Mob: +91-(phone hidden)

719 Sawdust Rd, Suite # 208, Spring, TX 77380

Web: Encore IT Solutions

📌 ServiceNow Business Analyst (Hyd, Banglr, Pune) (Hyderabad)
🏢 Encore It Solutions
📍 Hyderabad