Servicenow Business Analyst

Mergen Corporates; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Mergen Corporates in Hyderabad (Kondapur) is seeking a ServiceNow Business Analyst with 5+ years of experience to drive platform implementations across ITSM, ITOM, HRSD, ITAM, CSM, SecOps, SPM and custom apps. You will gather requirements, conduct workshops, and translate business needs into scalable ServiceNow solutions.

The role requires strong stakeholder management, expertise in user stories and acceptance criteria, and collaboration with architects and developers to ensure compliant,

Qualifications

• 5+ years of experience as a Business Analyst with a strong focus on ServiceNow platform implementations across ITSM, ITOM, HRSD, ITAM, CSM, SecOps, SPM, and Custom Applications.
• Proficient in gathering, analyzing, and documenting business requirements, functional requirements, and technical specifications through stakeholder interviews, workshops, and user story sessions.
• Deep understanding of IT Service Management (ITSM) processes such as Incident, Problem, Change, Request, Knowledge, and CMDB; ability to translate them into platform-specific requirements.
• Experience in ServiceNow ITOM (Discovery, Event Management, Service Mapping) – capable of aligning infrastructure and monitoring processes with operational workflows.
• HRSD modules including Case and Knowledge Management, Employee Center, Lifecycle Events, and onboarding/offboarding journeys.
• IT Asset Management (ITAM) including HAM/SAM, lifecycle governance, and integration needs.
• Customer Service Management (CSM) – case management, customer portals, SLAs, and integration points for external customer support ecosystems.
• Security Operations (SecOps) modules including Vulnerability Response, Security Incident Response, and Threat Intelligence; map security workflows to platform capabilities.
• Strategic Portfolio Management (SPM) – Demand Management, Project Portfolio Management (PPM), Agile/SAFe, and Resource Planning; align business goals with execution strategy.
• App Engine and Custom Applications – capture unique business requirements, identify automation opportunities, and define UI/UX and data models.
• Knowledge of reporting and analytics including Performance Analytics for KPI-driven outcomes.
• Data governance, privacy (GDPR, HIPAA), and audit requirements for enterprise platforms.
• Change impact assessments, user adoption planning, and training content preparation for rollout.

Responsibilities

• Gather, analyze, and document business, functional, and technical requirements across ITSM, ITOM, ITAM, HRSD, SecOps, CSM, and Custom Applications.
• Conduct workshops, stakeholder interviews, and process mapping to define and optimize workflows on the ServiceNow platform.
• Create user stories, process flows, wireframes, and acceptance criteria aligned with Agile delivery.
• Collaborate with architects and developers to ensure scalable, compliant, and maintainable solutions.
• Support testing, UAT, training, go-live readiness, and change management activities.
• Maintain alignment with ITIL best practices, data governance, and regulatory standards (e.g., GDPR, SOX).
• Monitor platform usage and provide input for continual improvement and innovation.
• ITSM: Define incident, change, problem, request workflows and SLAs; support CMDB relationships.
• ITOM: Document discovery, service mapping, event management, and orchestration requirements.
• ITAM: Capture asset lifecycle, license compliance, and integration needs (e.g., SCCM, Flexera).
• HRSD: Map employee journeys, HR cases, and lifecycle events; ensure privacy controls.
• Custom Apps & Integrations: Translate unique business needs into custom app requirements and integration logic; support API and data model design

Skills

ServiceNow

ITSM

ITOM

HRSD

ITAM

CSM

SecOps

SPM

Discovery

Service Mapping

UAT & Testing

Agile / SAFe

Documentation

Workshops & Interviews

Job description

Dear Connection,

Hiring for ServiceNow Business Analyst

Exp- 5+Years

Role- ServiceNow BA

Mode-5 Days office

Location-Kondapur

JD-

Job Description :

Primary Skills 510 years of experience as a Business Analyst with a strong focus on ServiceNow platform implementations across multiple modules including ITSM, ITOM, HRSD, ITAM, CSM, SecOps, SPM, and Custom Applications.

Proficient in gathering, analyzing, and documenting business requirements, functional requirements, and technical specifications through stakeholder interviews, workshops, and user story sessions.

Deep understanding of IT Service Management (ITSM) processes such as Incident, Problem, Change, Request, Knowledge, and CMDB; ability to translate them into platform-specific requirements.

Experience in ServiceNow ITOM (Discovery, Event Management, Service Mapping) – capable of aligning infrastructure and monitoring processes with operational workflows.

Skilled in HRSD modules including Case and Knowledge Management, Employee Center, Lifecycle Events, and onboarding/offboarding journeys.

Solid understanding of IT Asset Management (ITAM) including Hardware and Software Asset Management (HAM/SAM), lifecycle governance, and integration needs.

Strong familiarity with Customer Service Management (CSM) – case management, customer portals, SLAs, and integration points for external customer support ecosystems.

Knowledge of Security Operations (SecOps) modules including Vulnerability Response, Security Incident Response, and Threat Intelligence; able to map security workflows to platform capabilities.

Experienced in Strategic Portfolio Management (SPM) – Demand Management, Project Portfolio Management (PPM), Agile/SAFe, and Resource Planning; capable of aligning business goals with execution strategy.

Expertise in working with App Engine and Custom Applications – capturing unique business requirements, identifying process automation opportunities, and collaborating with technical teams to define UI/UX and data models.

Skilled in creating user stories, acceptance criteria, process flow diagrams, and use case models using tools like Lucidchart, Visio,

Proficient in developing and executing UAT plans, test cases, and defect triage sessions to ensure solutions meet business expectations.

Strong knowledge of Agile/Scrum methodologies; experienced in writing and managing product backlogs, sprint planning, grooming sessions, and stakeholder demos

Familiar with reporting and dashboarding capabilities including Performance Analytics, to design KPI-driven outcomes for business units.

Excellent communication, stakeholder management, and facilitation skills—able to bridge the gap between technical teams and business users.

Working knowledge of data governance, privacy (GDPR, HIPAA), and audit requirements related to enterprise platforms.

Experienced in conducting change impact assessments, user adoption planning, and training content preparation for successful rollout.

Desirable Skills

ServiceNow Mainline Certifications (ITSM, CAD,CSA,HAM, SAM, Discovery , IRM and 2+)

Roles and Responsibilities

Gather, analyze, and document business, functional, and technical requirements across ITSM, ITOM, ITAM, HRSD, SecOps, CSM, and Custom Applications.

Conduct workshops, stakeholder interviews, and process mapping to define and optimize workflows on the ServiceNow platform.

Create user stories, process flows, wireframes, and acceptance criteria aligned with Agile delivery.

Collaborate with architects and developers to ensure scalable, compliant, and maintainable solutions.

Support testing, UAT, training, go-live readiness, and change management activities.

Maintain alignment with ITIL best practices, data governance, and regulatory standards (e.g., GDPR, SOX).

Monitor platform usage and provide input for continual improvement and innovation.

ITSM: Define incident, change, problem, request workflows and SLAs; support CMDB relationships.

ITOM: Document discovery, service mapping, event management, and orchestration requirements.

ITAM: Capture asset lifecycle, license compliance, and integration needs (e.g., SCCM, Flexera).

HRSD: Map employee journeys, HR cases, and lifecycle events; ensure privacy controls.ls.

Custom Apps & Integrations: Translate unique business needs into custom app requirements and integration logic; support API and data model design