Servicenow Business Analyst

7 days ago

Bengaluru Chennai Pune, India Appit Software Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role & responsibilities

  • Act as a liaison between business stakeholders and technical teams to define business requirements for ServiceNow projects.
  • Gather and document business requirements, process flows, and functional specifications for ServiceNow implementations and enhancements.
  • Analyze and assess existing business processes to identify opportunities for improvement and automation using ServiceNow.
  • Design and optimize workflows, forms, reports, and dashboards to meet business needs and ServiceNow best practices.
  • Collaborate with stakeholders to design, configure, and implement ServiceNow modules, including ITSM (Incident, Problem, Change, Service Catalog), ITAM (Asset Management), ITOM (Discovery, Event Management, Orchestration), and other ServiceNow applications.
  • Facilitate requirements workshops, gather user feedback, and conduct functional testing for ServiceNow solutions.
  • Lead and support user acceptance testing (UAT) and provide guidance on testing strategies.
  • Ensure proper documentation of requirements, processes, and solutions throughout the project lifecycle.
  • Support ServiceNow implementations, ensuring that solutions align with business objectives and ServiceNow capabilities.
  • Provide training and knowledge transfer to end-users and business stakeholders.
  • Collaborate with the ServiceNow development team to ensure technical solutions meet business requirements and project timelines.
  • Conduct post-implementation reviews to ensure the solution delivers business value and identify areas for improvement.

Skills Required:

  • 8+ years of experience as a Business Analyst, with a focus on ServiceNow platform and ITSM/ITAM/ITOM solutions.
  • Strong knowledge of ServiceNow modules such as ITSM (Incident, Problem, Change, Service Catalog), ITAM (Asset Management), ITOM (Discovery, Event Management), and others.
  • Excellent skills in business process analysis, requirements gathering, and documentation.
  • Experience with ServiceNow workflows, process automation, and configuration.
  • Familiarity with ITIL processes and frameworks, especially ITIL v3 or ITIL 4.
  • Strong understanding of ServiceNow platform capabilities and best practices.
  • Ability to facilitate meetings, workshops, and conduct interviews with business stakeholders to gather requirements.
  • Excellent communication, documentation, and presentation skills.
  • Ability to work in an Agile environment and manage multiple tasks and priorities.
  • Ability to manage stakeholder expectations and handle conflicting requirements.
  • Bachelor's degree in Computer Science, Business Administration, or a related field.

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