ServiceNow - Business Analyst

NTT DATA North America; Delhi; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

NTT DATA North America is seeking a Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual‑role position leads client engagements from discovery through delivery, guiding process alignment and requirements gathering to optimize ServiceNow implementations.

You will run discovery sessions, document end‑to‑end processes, support testing and go‑live activities, and partner with IT leaders to drive adoption across ITSM, ITOM, HRSD, and CSM in an

Qualifications

• 5+ years of experience in ServiceNow consulting, with hands‑on expertise in multiple modules.
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement.
• Proven ability to lead client workshops and translate business needs into actionable solutions.
• Strong understanding of Agile methodologies and experience supporting Scrum teams.

Responsibilities

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules.
• Create dynamic collateral including process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and gap analyses to support solution design.
• Prepare and execute test plans, facilitate UAT, and support go-live activities.
• Lead client training sessions and create user‑friendly job aids to support platform adoption.
• Serve as the "eyes and ears" of the delivery team throughout the project lifecycle.
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.

Skills

ServiceNow consulting

Business analysis

Client workshops

Agile methodologies

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

ServiceNow Business Analyst

Location: Onsite

Role Overview

NTT DATA is seeking a highly motivated and experienced Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual‑role position is ideal for someone who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery. The ideal candidate will be a trusted advisor to clients, helping them optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.

Key Responsibilities

Business Process Consulting

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules.
• Create dynamic collateral including process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.

Business Analysis

• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and gap analyses to support solution design.
• Prepare and execute test plans, facilitate UAT, and support go-live activities.
• Lead client training sessions and create user‑friendly job aids to support platform adoption.

Client Engagement & Delivery Support

• Serve as the \"eyes and ears\" of the delivery team throughout the project lifecycle.
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.

Qualifications

• 5+ years of experience in ServiceNow consulting, with hands‑on expertise in multiple modules.
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement.
• Proven ability to lead client workshops and translate business needs into actionable solutions. – 1 to 2 Years
• Strong understanding of Agile methodologies and experience supporting Scrum teams. – 1 to 2 Years

Required ServiceNow Certifications

• Junior – CSA and at least 1 CIS-(any)
• Intermediate – CSA, at least 1 CIS-(any)
• Senior – CSA, at least 1 CIS-(Any), and CTA
• Excellent communication, facilitation, and documentation skills.

Why Join Us

• Work with top-tier clients and cutting‑edge ServiceNow solutions.
• Be part of a collaborative, fast‑paced, and growth‑oriented consulting team.
• Enjoy a flexible, remote‑friendly work environment with opportunities for advancement.
• Make a meaningful impact by helping organizations transform their business processes.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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