Role Overview

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

Service Now 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 Service Now implementation experience.
- Experience working on enterprise-scale digital transformation programs.
- Experience creating BRDs, user stories, acceptance criteria, and UAT documentation.

Preferred Certifications

- Service Now Certified System Administrator (CSA)
- Service Now Certified Implementation Specialist (CIS)
- ITIL Foundation
- CBAP / PMI-PBA

Certified Scrum Master (CSM

VDart: Digital Consulting & Staffing Solutions

VDart is a leading digital consulting and staffing company founded in 2007 and headquartered in Alpharetta, Georgia. VDart is one of the top staffing companies in USA & also provides technology solutions, supporting businesses in their digital transformation journey. Digital consulting services, Digital consulting agency

Core Services:

- Digital consulting and transformation solutions
- Comprehensive staffing services (contract, temporary, permanent placements)
- Talent management and workforce solutions
- Technology implementation services

Key Industries: VDart primarily serves industries such as automotive and mobility, banking and finance, healthcare and life sciences, and energy and utilities. VDart - Products, Competitors, Financials, Employees, Headquarters Locations

Notable Partnership: VDart Digital has been a consistently solid supplier for Toyota since 2017 Digital Transformation Consulting & Strategy Services | VDart Digital, demonstrating their capability in large-scale digital transformation projects.

With over 17 years of experience, VDart combines staffing expertise with technology solutions to help organizations modernize their operations and build skilled workforce capabilities across multiple sectors.

📌 Servicenow Business Analyst- (India)
🏢 VDart Software Services
📍 India