Business Analyst

Senior Business Analyst - ServiceNow (L4)
Role Summary
The Senior Business Analyst at this level is a strategic partner and leader within ServiceNow implementation programs. This role not only drives detailed business analysis but also shapes the overall solution design strategy, leads cross-functional teams, and influences key decisions at both business and technical levels. The Senior Business Analyst ensures alignment of ServiceNow deployments with enterprise objectives while mentoring junior analysts and managing complex stakeholder relationships.
Key Responsibilities

•    Lead end-to-end business analysis activities for complex ServiceNow implementations across multiple modules (e.g., ITSM, ITAM, HRSD, SecOps, CSM).

•    Partner with executive and senior leadership to define vision, goals, and roadmaps for ServiceNow solutions aligned with organizational strategy.

•    Drive solution architecture discussions with technical architects, ensuring feasibility and scalability.

•    Mentor and coach junior business analysts and cross-functional project team members to elevate their analysis capabilities.

•    Lead workshops and large stakeholder engagement sessions to gather comprehensive requirements and manage diverse expectations.

•    Act as the primary liaison for change management, ensuring smooth organizational adoption of ServiceNow initiatives.

•    Develop and enforce best practices and standards for business analysis practices within the ServiceNow practice.

•    Oversee creation and review of all analysis documentation, user stories, acceptance criteria, and testing strategies to ensure high quality and alignment.

•    Champion process reengineering opportunities identified during analysis, advocating for enterprise-wide benefits.

•    Manage risks, issues, and dependencies proactively to ensure project timelines and quality objectives are met.

•    Facilitate governance and steering committee meetings to report on progress, risks, and escalate decisions.

•    Stay abreast of ServiceNow platform advancements and ITSM/ITIL trends to continuously enhance solution effectiveness.
Skills and Qualifications

•    Bachelor's or Master's degree in Business, Computer Science, or relevant discipline.

•    8+ years of business analysis experience, with minimum 5 years leading ServiceNow implementation projects.

•    Proven leadership capability managing multi-disciplinary teams, complex projects, and senior stakeholders.

•    Deep expertise in ITIL frameworks and large-scale ITSM/ServiceNow deployments across global enterprises.

•    Strong skills in strategic planning, solution design, and business process optimization.

•    Exceptional communication, negotiation, and stakeholder management capabilities at all organizational levels.

•    Experience with Agile Scrum and SAFe methodologies, including coaching and facilitation.

•    Advanced ServiceNow knowledge with certifications such as CSA, Certified Implementation Specialist, or ITIL Expert is highly preferred.

•    Track record of driving innovation and continuous improvement in business analysis and IT service delivery.
Leadership and Personal Attributes

•    Visionary thinker with ability to influence enterprise strategy through technology-enabled business transformation.

•    Skilled at resolving conflicts, managing change resistance, and driving consensus in complex environments.

•    Passionate mentor committed to developing future leaders within the team.

•    Adaptable self-starter with strong decision-making skills under ambiguity.

•    Ability to manage multiple priorities and drive results in fast-paced, evolving organizations.

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Recruiter Name: Srinija Adapa

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NTT DATA Business Solutions is a fast-growing international IT company and one of the world's leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.