Principal Business Process Analyst-ServiceNow

ecolab; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ecolab is seeking an experienced Senior Business Analyst to partner with cross-functional teams and translate business needs into functional specifications. You will document requirements, design processes, and support automation opportunities using ServiceNow capabilities.

The role emphasizes strong communication, analytics, and stakeholder management across multiple business units. The ideal candidate has 8+ years in business analysis, a solid background in ServiceNow modules, and familiarity

Qualifications

• Bachelor's degree or higher in business administration, IT, or related field.
• 8+ years of experience in business analysis or related role.
• Familiarity with ServiceNow configuration, scripting basics, and integration capabilities.
• Strong functional experience in Service Portals/ESC, Virtual Agent AI, Predictive Intelligence, Workspace, and Process Automation playbooks.
• Understanding of ServiceNow data models for multiple applications.
• Knowledge of ServiceNow best practices.
• CSM experience is a must (SNOW CSM).
• Experience with MCO, APO, FSM is a plus.

Responsibilities

• Partner with organizational stakeholders to gather and define requirements.
• Translate business needs into functional specs and process flows.
• Identify gaps and opportunities for automation and optimization.
• Owns high-level and low-level design from a functional perspective.
• Conduct analysis to support decision-making.
• Support project plans and timelines.
• Prepare reports and presentations for management.
• Suggest improvements leveraging ServiceNow capabilities.

Skills

Communication skills

Analytical thinking

Documentation

Stakeholder management

Independent working

Team collaboration

Education

Bachelor's degree in business administration

Bachelor's degree in Information Technology

Related field

Tools

ServiceNow

Job description

Key Responsibilities

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 in Service Portals /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.
• High understanding of business analysis methodologies and tools.

Nice to Have

• Certification ITIL Expert or ITIL v3/v4 or
• Certifications on ServiceNow CSA and Business Analyst from other institutions
• Experience supporting global enterprise environments .