ServiceNow Business Analyst

InOpTra Digital; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading IT services firm in Bengaluru is seeking an experienced Business Analyst to analyze business requirements and translate them into technical specifications. The successful candidate will possess strong ServiceNow platform knowledge and 6-8 years of experience. Key responsibilities include requirements gathering, functional specification creation, and ensuring successful implementation through testing.

Qualifications

• 6-8 years of Business Analysis experience with strong ServiceNow platform knowledge.
• Deep understanding of ServiceNow platform architecture and capabilities.
• Strong experience in requirements gathering, analysis, and documentation.

Responsibilities

• Gather, analyze, and document business requirements from stakeholders.
• Conduct stakeholder interviews and requirements gathering sessions.
• Create detailed functional specifications and user stories.

Skills

Business Analysis

ServiceNow

Requirements gathering

Documentation

Test planning

Education

Business Analysis certification (CBAP, CCBA, or PMI-PBA)

ITIL Foundation certification

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (CIS)

Tools

JIRA

Confluence

Job description

Overview

We are seeking an experienced Business Analyst with 6–8 years of experience, strong ServiceNow platform knowledge, and a good understanding of Service Desk operations to join our team. The successful candidate will analyze business requirements, translate them into technical specifications, and ensure successful implementation through comprehensive testing strategies.

Key Responsibilities

• Gather, analyze, and document business requirements from stakeholders across various departments
• Conduct stakeholder interviews, workshops, and requirements gathering sessions
• Create detailed functional specifications and user stories
• Develop process flow diagrams and system interaction models
• Maintain requirements traceability matrix throughout project lifecycle
• Convert business requirements into technical requirements for ServiceNow development teams
• Collaborate with technical architects to design optimal ServiceNow solutions
• Define system configurations, workflows, and integration requirements
• Create detailed technical documentation including data mapping and system specifications
• Ensure alignment between business objectives and technical implementation
• Develop comprehensive test plans and test cases based on business requirements
• Execute User Acceptance Testing (UAT) and coordinate with business users
• Perform functional testing of ServiceNow modules and integrations
• Identify defects and work with development teams for resolution
• Validate system performance against business requirements
• Serve as primary liaison between business users and technical teams
• Facilitate requirements review sessions and approval processes
• Provide regular project updates and status reports to stakeholders
• Manage scope changes and impact assessments
• Conduct training sessions for end users on new ServiceNow functionalities

Required Qualifications

Technical Skills

• 6-8 years of Business Analysis experience with strong ServiceNow platform knowledge
• Deep understanding of ServiceNow platform architecture and capabilities
• Proficiency in ServiceNow modules including Service Catalog, Knowledge Management, Virtual Agent, and Integration Hub
• Experience with ServiceNow scripting concepts (Business Rules, Client Scripts, Workflows)
• Knowledge of Flow Designer, Orchestration, and Process Automation Designer
• Understanding of REST/SOAP APIs and integration patterns
• Familiarity with HTML, CSS, and basic JavaScript concepts
• Working knowledge of Service Desk operations, workflows, and ticketing systems

Business Analysis Expertise

• Strong experience in requirements gathering, analysis, and documentation
• Proficiency in creating functional specifications, user stories, and process documentation
• Experience with requirements management tools (JIRA, Confluence, etc.)
• Knowledge of business process modeling and workflow design
• Expertise in test planning, test case creation, and UAT execution

Industry Knowledge

• Strong understanding of ITSM, ITOM, ITBM processes, and Service Desk best practices
• Knowledge of ITIL framework and service management best practices
• Experience with enterprise integration patterns and middleware technologies
• Understanding of Agile/Scrum methodologies and project management principles

Preferred Qualifications

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in relevant modules
• ITIL Foundation certification
• Business Analysis certification (CBAP, CCBA, or PMI-PBA)
• Agile/Scrum certification

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting