Principal Business Process Analyst-ServiceNow

Ecolab; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Ecolab in Bengaluru is seeking a Senior Business Analyst to partner with divisional teams, product owners and IT to gather user stories and design solutions using ServiceNow.

You will translate requirements into functional specs, map processes, identify gaps and opportunities for automation, and support project plans and timelines while promoting best practices.

Strong communication and stakeholder-management skills are essential to drive improvements across global enterprise environments.

Qualifications

• Bachelor’s degree in business administration, Information Technology, or a related field.
• 8+ years of experience in a business analysis or related role.
• Familiarity with ServiceNow configuration, basics scripting , and integration capabilities.
• Strong functional experience in ServiceNow modules including Portals/ESC, Virtual Agent AI, Predictive Intelligence, Workspace, Process Automation playbooks.
• Good understanding of ServiceNow data models across multiple applications.
• Good understanding of ServiceNow best practices.
• CSM experience is must have (SNOW CSM).
• MCO/APO/FSM experience is a plus.

Responsibilities

• Gather and document business requirements across the organization.
• Translate business needs into functional specs and process flows.
• Identify gaps and opportunities for automation and optimization.
• Own high-level and low-level design from a functional standpoint.
• Conduct analysis to support decision-making and project planning.
• Collaborate with stakeholders to define project requirements and timelines.
• Prepare reports and presentations for management.
• Participate in meetings and suggest process improvements.
• Support continuous improvements leveraging ServiceNow capabilities.

Skills

Excellent communication skills

Analytical and problem-solving

Stakeholder management

Presentation skills

Ability to work independently

Team collaboration

Project management basics

Business process thinking

Education

Bachelor’s degree in business administration or IT

Tools

ServiceNow configuration

Scripting (basic)

ServiceNow integration capabilities

ServiceNow modules: CSM, Portal, Virtual Agent AI, Predictive Intelligence

Workspace and Automation playbooks

Microsoft Office Suite

Job description

Job Summary

In this role you will partner with individuals across the organization, at various levels, including divisional business teams, product owners, IT teams and ServiceNow team members (Service Delivery and Operations teams) to facilitate user story gathering and design sessions, and collaboratively define solutions that address key opportunities

Key Responsibilities

• Assist in the collection and documentation of business requirements.
• Translate business needs into functional specifications and process flows
• Identify gaps, inefficiencies, and opportunities for automation and optimization
• Owns HLD and LLD from functional standpoint however shall not be limited to only functional aspects alone and may extend further to business knowledge also.
• Conduct research and analysis to support business decision-making.
• Collaborate with stakeholders to identify and define project requirements.
• Support the development of project plans and timelines.
• Assist in the preparation of reports and presentations for management.
• Participate in meetings and provide input on business processes and improvements.
• Perform other duties as assigned by the Senior Business Analyst or Manager.
• Recommend continuous improvements leveraging ServiceNow’s evolving capabilities.

Minimum Qualifications

• Bachelor’s degree in business administration, Information Technology, or a related field.
• 8+years of experience in a business analysis or related role.
• Familiarity with ServiceNow configuration, basics scripting , and integration capabilities.
• Strong functional experience inServicePortals/ESC, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks
• Good Understanding on ServiceNow foundational data and data models for more than 2 applications
• Good Understating of ServiceNow best practices.
• CSM experience is must have.SNOW CSM or Servicenow CSM
• MCO(Manufacturing Commercial Operations), APO(Accouns Payable Operations), FSM(Field Service Management)experience is a plus

Skills

• Good in building functional, technical specs, Presentation based on project scope, Process Flows based on Business processes
• Ability to manage multiple tasks and priorities.
• Basic knowledge of data analysis and reporting.
• Familiarity with project management software is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• Highunderstanding of business analysis methodologies and tools.

Nice to Have

• Certification ITIL Expert or ITILv3/v4 or
• Certifications on ServiceNow CSA and Business Analystfrom other institutions
• Experience supporting global enterprise environments.