Business Analyst - ServiceNow

Role : ServiceNow Business Analyst Exp : 4 to 9 Years All UST Locations Notice Period : 0 to 30 Days Job Summary : Key Responsibilities : Business Analysis & Requirements Gathering : - Work closely with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions. - Translate business needs into functional specifications for ServiceNow configurations, enhancements, and integrations. - Conduct gap analysis to identify areas for process improvement within ServiceNow. - Collaborate with developers, architects, and QA teams to ensure accurate implementation of requirements. ServiceNow Implementation & Configuration Support Assist in the configuration of ServiceNow modules, including ITSM, ITOM, CSM, HRSD, and CMDB as required. - Define and optimize ServiceNow workflows, catalog items, and forms to align with business needs. - Provide input on ServiceNow UI/UX enhancements to improve user experience. - Work with ServiceNow development teams to validate that solutions meet business and technical requirements. Stakeholder Collaboration & Communication : - Act as the primary liaison between business users and technical teams for ServiceNow-related initiatives. - Facilitate workshops, requirement sessions, and demonstrations to ensure alignment between stakeholders. - Prepare and deliver ServiceNow-related training materials, documentation, and knowledge articles. - Provide post-implementation support and act as a point of contact for ongoing enhancements and improvements. Process Improvement & Reporting : - Identify opportunities for workflow automation and process optimization within ServiceNow. - Assist in developing metrics, reports, and dashboards using ServiceNow Performance Analytics. - Conduct periodic reviews to assess ServiceNow system health and data integrity. - Support compliance and governance by ensuring adherence to best practices and security policies. Required Qualifications : - ServiceNow Knowledge & Experience - 4 years of experience as a Business Analyst working with ServiceNow platform. - Strong understanding of ServiceNow ITSM processes (Incident, Problem, Change, Request, Knowledge Management). - Experience working with CSM, ITOM, HRSD, CMDB, or other ServiceNow modules is a plus. - Familiarity with ServiceNow configurations, UI policies, business rules, workflows, and integrations. - Knowledge of ServiceNow reporting, dashboards, and Performance Analytics. - Understanding of Agile and ITIL frameworks. - Ability to write functional specifications and collaborate with developers on ServiceNow solutions. - Experience in testing ServiceNow applications, including user acceptance testing (UAT). - Familiarity with ServiceNow API integrations (REST, SOAP) is a plus. - Proficiency in JIRA, Confluence, or similar tools for project documentation and tracking. Soft Skills & Work Environment : - Excellent communication skills to work effectively with business and technical teams. - Strong analytical and problem-solving abilities with attention to detail. - Ability to prioritize tasks and work in a fast-paced, Agile environment. - Self-motivated with a continuous improvement mindset. Preferred Certifications : - ServiceNow Certified System Administrator (CSA) (Preferred) - ServiceNow Certified Implementation Specialist - ITSM, CSM, or HRSD (Plus) - ITIL v4 Foundation Certification (Preferred) (ref:hirist.tech)

Location: in, IN

Posted Date: 3/10/2025