ServiceNow Business Analyst

3 weeks ago

Bengaluru Karnataka India, Karnataka People Prime Worldwide Full time

About Company :


They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.


About Client:


Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.


Job Title: ServiceNow ITSM Business Analyst

Location: PAN India


Role Overview:

Looking for a ServiceNow ITSM Business Analyst to support ITSM process readiness, testing, training, and post-migration hyper-care for a major ServiceNow production rollout. The ideal candidate will have hands-on experience with Incident, Problem, Change, Request, and Knowledge Management and act as a key liaison between business and technical teams.

Key Responsibilities:

  • Lead testing of ITSM processes in SIT, UAT & Production
  • Design UAT test cases & automate with ATF
  • Identify, triage, and document defects
  • Conduct training sessions and create user documentation
  • Provide hyper-care support post go-live
  • Work closely with implementation teams, business users, and stakeholders
  • Support RFP/RFI solutioning, customer engagement, and feedback loops
  • Define process workflows and align with best practices (ITIL)

Required Skills & Experience:

  • 7+ years with ServiceNow as a Business Analyst
  • 3+ years working on ServiceNow implementations/migrations
  • Expertise in ITSM modules: Incident, Problem, Change, Knowledge, Request
  • Strong knowledge of SDLC, Agile, and Jira
  • Experience creating test plans and scripts (manual and ATF)
  • Excellent communication, documentation, and client-facing skills
  • Certified in ITIL v3/v4, Scrum Master (CSM)
  • English proficiency (TOEFL C1/C2 or IELTS 7.5+)

Nice to Have:

  • Experience creating reusable assets, whitepapers, and conducting market research
  • Knowledge of CMDB integrations and service catalog

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