Sr. Business Analyst, ServiceNow

All Posting Locations: Ahmedabad, Gujarat, IN

Job Functions: Global Business Services

Date Published: September 25, 2025

Ref#: R-96779

ABOUT THE ROLE

Job Description

We are seeking an experienced Senior Business Analyst to lead a team of Business Analysts in analyzing business requirements, facilitating solutions within the ServiceNow platform, and ensuring that our IT service management processes align with organizational goals. The successful candidate will have a strong background in IT service management, excellent stakeholder management skills, and experience in leading a team of analysts.

Key Responsibilities:

• Team Management: Lead a team of 4 Business Analysts, providing guidance, coaching, and development opportunities to ensure the team's success. Foster a culture of collaboration, innovation, and continuous improvement.

• Senior Stakeholder Management: Develop and maintain strong relationships with senior stakeholders across the organization, including IT and business leaders. Ensure that their needs are understood and addressed through effective communication and solution delivery.

• Strategic Planning: Collaborate with senior leaders to develop and implement strategic plans for ServiceNow adoption and process improvements. Identify opportunities for business value realization and prioritize initiatives accordingly.

• Requirements Gathering: Collaborate with stakeholders to identify and document business needs and requirements related to ServiceNow implementations and enhancements. Ensure that requirements are aligned with organizational goals and objectives.

• Solution Design: Work with technical teams to translate business requirements into functional specifications and assist in the design of ServiceNow solutions. Ensure that solutions meet business needs and are aligned with IT service management best practices.

• Process Improvement: Analyze current business processes and workflows; identify areas for improvement and automation within ServiceNow. Develop and implement process improvements that drive business value and efficiency.

• Metrics and Reporting: Develop and track key performance metrics to measure the effectiveness of ServiceNow solutions and process improvements. Provide insights and recommendations to senior stakeholders to inform business decisions.

• Knowledge Management: Ensure that the team maintains up-to-date knowledge of ServiceNow modules, IT service management best practices, and industry trends. Develop and maintain documentation, including process flows, user manuals, and training materials.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.

• Proven experience as a Senior Business Analyst, preferably with ServiceNow, and a minimum of 5 years of experience in a leadership role.

• Strong understanding of IT service management (ITSM) principles and best practices.

• Excellent analytical, problem-solving, and organizational skills.

• Proficient in documenting business requirements and creating functional specifications.

• Experience with ServiceNow modules (e.g., Incident Management, Change Management, Problem Management) is a plus.

• Strong communication skills and the ability to work effectively with cross-functional teams.

• Familiarity with Agile methodologies is advantageous.

• ServiceNow Certified System Administrator or Business Analyst certification.

• Experience with data analysis and reporting tools.

• Knowledge of ITIL framework and practices.

Preferred Qualifications:

• Master's degree in Business Administration, Information Technology, or a related field.

• Experience with team management and leadership.

• Certification in IT service management (e.g., ITIL Foundation).

• Experience with project management methodologies (e.g., Agile, Waterfall).

• Strong understanding of business operations and processes.

Location(s)

Ahmedabad – Venus Stratum GCC

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.