ServiceNow Business Analyst

Genpact; Delhi; On-site; INR 250,000 - 420,000; Full time

Job summary

Genpact Ltd. in Delhi, India invites applications for a Principal Consultant - Business Analyst specializing in ServiceNow. You will lead business analysis across ITSM, ITOM, CSM or HRSD modules, translating requirements into actionable user stories and acceptance criteria.

You will collaborate with stakeholders and agile teams to deliver value-driven solutions. You will document processes, support UAT, manage backlogs, and train end-users while ensuring alignment with enterprise standards and

Qualifications

• 8+ years of experience as a Business Analyst, with at least 2 years focused on ServiceNow.
• Experience with ServiceNow ITSM, ITOM, CSM or HRSD; service mapping, FSO dispute, S2P preferred.
• Proficiency in writing user stories, use cases, and process flows.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work independently and collaboratively in a team environment.

Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements for ServiceNow modules.
• Translate business needs into functional specs and user stories with clear acceptance criteria.
• Participate in Agile ceremonies and ensure solutions align with business goals.
• Work with ServiceNow developers and architects to align with platform best practices.
• Conduct gap analyses and impact assessments for changes.
• Support UAT with test cases and validate results.
• Maintain a product backlog and prioritize features by value and feasibility.
• Provide training and documentation to end-users and stakeholders.
• Monitor project progress, risks, and issues.

Skills

Agile methodologies

Communication

Stakeholder management

User stories / acceptance criteria

Independent & collaborative work

Education

Bachelor's degree in CS / IT / Business Admin

Tools

Jira

Azure DevOps

Rally

Job description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Principal Consultant - Business Analyst - Service Now

In this role you will be responsible for part of the full project lifecycle with a primary focus on business value and benefit realization.

Key Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document business requirements related to ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM).
• Translate business needs into functional specifications and user stories with clear acceptance criteria.
• Participate in Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Work closely with ServiceNow developers and architects to ensure solutions align with business goals and platform best practices.
• Conduct gap analysis and impact assessments for new requirements or changes.
• Support UAT (User Acceptance Testing) by preparing test cases, coordinating testing efforts, and validating results.
• Maintain a product backlog and prioritize features based on business value and technical feasibility.
• Provide training and documentation to end-users and stakeholders as needed.
• Monitor and report on project progress, risks, and issues.

Required Qualifications:

• Bachelor’s degree in computer science, Information Systems, Business Administration, or related field.
• 8+ years of experience as a Business Analyst, with at least 2 years focused on ServiceNow.
• Strong understanding of Agile methodologies (Scrum, Kanban).
• Experience with ServiceNow modules such as ITSM, ITOM, CSM or HRSD. Experience on service mapping, FSO dispute, S2P would be preferred.
• Proficiency in writing user stories, use cases, and process flows.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work independently and collaboratively in a team environment.

Preferred qualifications and skills:

• ServiceNow Certified System Administrator or other relevant certifications.
• Experience with Agile tools like Jira, Azure DevOps, or Rally.
• Familiarity with ITIL framework and practices.
• Experience in enterprise-level ServiceNow implementations or upgrades.
• Excellent communication and stakeholder management skills.
• Self-motivated, Positive outlook & result oriented
• Demonstrated strengths in leadership, critical analysis, strategic problem-solving, and effective interpersonal communication.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.