ServiceNow Business Analyst

2 weeks ago

Bengaluru Chennai Pune, India Capgemini Full time ₹ 5,00,000 - ₹ 12,00,000 per year

ServiceNow Business Analyst - ITOM

Required Technical Skill set:

The role focuses on enhancing ITSM/ITOM tools and processes, particularly within the ServiceNow platform. It involves working closely with stakeholders, development teams, and customers to define, improve, and implement service management solutions.

Key Responsibilities

  • Analyze current processes and identify improvement areas.
  • Gather and specify requirements for tool/process enhancements.
  • Lead customer workshops and focus groups.
  • Collaborate with development teams (onshore/offshore).
  • Define functional specifications for future-state processes.
  • Support testing phases and coordinate user acceptance testing.
  • Engage with stakeholders and ensure alignment throughout the project lifecycle.
  • Contribute to continuous improvement initiatives.
  • Work in Agile/Scrum environments.

Essential Skills

  • Strong understanding of ServiceNow ITOM capabilities.
  • Experience with modules like Change, Incident, Problem, Knowledge, CMDB, and Service Catalogue.
  • Solid background in business and operational architecture.
  • Deep knowledge of service management offerings and supported business areas.

Preferred Qualifications

  • Ability to lead complex discussions with senior stakeholders.
  • Expertise in business analysis tools and templates.
  • Skilled in balancing time, cost, and quality constraints.
  • Up-to-date with latest trends in business analysis and ITSM.

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