Servicenow Business Analyst

Adroitent Inc.; Hyderabad, Pune District, Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Adroitent Inc. is recruiting an experienced ServiceNow Business Analyst for Bangalore/Hyderabad/Pune locations to lead requirements and workshops, aligning to ServiceNow best practices. You will facilitate sessions, document BRDs, and support delivery across ITSM, ITOM, CMDB, CSDM, and more.

You will translate business needs into JIRA Epics and user stories, perform gap analyses, and work with architects, SMEs, and QA teams to ensure successful delivery in enterprise-scale programs.

Qualifications

• BRD and functional requirements documentation experience.
• Experience in enterprise-scale digital transformation programs.
• 4+ years of ServiceNow implementation experience.
• Strong stakeholder management and workshop facilitation.
• Experience creating BRDs, user stories, and acceptance criteria.
• ServiceNow CSA/CIS/ ITIL certifications preferred.

Responsibilities

• Schedule and facilitate client workshops, discovery sessions, and requirement meetings.
• Analyze current-state processes and define future-state ServiceNow solutions.
• Elicit, document, validate, and obtain approval for requirements.
• Identify opportunities to leverage OOTB capabilities and minimize customizations.
• Translate requirements into JIRA Epics, Features, and User Stories.
• Support testing, demos and UAT with business users.
• Collaborate with stakeholders, Product Owners, SMEs, and development teams.

Skills

Requirements elicitation

Workshop facilitation

Process mapping

Stakeholder management

Business process improvement

Documentation and reporting

Agile/Scrum delivery

Education

Bachelor's degree in Business/IT/CS

Tools

JIRA

Confluence

Microsoft Visio

Microsoft Office Suite

Job description

Dear Candidate,

We have openings for Bangalore / hyderabad / Pune Location for

Job opening: Servicenow Business Analyst

Experience: 10+ Years (6+ Years ServiceNow BA Experience)

Role Overview

Experienced ServiceNow Business Analyst to support a large-scale greenfield ServiceNow implementation. The successful candidate will work closely with business stakeholders, ServiceNow SMEs, architects, developers, and project delivery to gather requirements, facilitate workshops, document business processes, and support delivery across multiple ServiceNow modules including:

• CMDB & CSDM
• ITSM
• ITOM
• Service Catalogue
• Employee Centre Portal
• Strategic Portfolio Management (SPM)
• Integrated Risk Management (IRM)
• Enterprise Architecture (EA)
• Workflow Data Fabric (WDF)
• Integration Hub
• Enterprise Integrations & Custom Applications

The Business Analyst will serve as the primary liaison between business and technical teams, ensuring requirements are clearly defined, aligned to ServiceNow best practices, and translated into actionable development deliverables.

Key Responsibilities

Business Analysis & Requirements Management

• Schedule and facilitate client workshops, discovery sessions, and requirement gathering meetings.
• Analyze current-state processes and define future-state ServiceNow-enabled solutions.
• Elicit, document, validate, and obtain approval for business and functional requirements.
• Identify opportunities to leverage Out-of-the-Box (OOTB) capabilities and minimize customizations.
• Perform gap analysis and document process improvements.

Documentation & Deliverables

• Create and maintain:
  • Business Requirements Documents (BRDs)
  • Functional Requirements
  • Process Flows and Use Cases
  • Requirement Traceability Matrices
  • Solution Decision Logs
  • Test Scenarios and Acceptance Criteria
• Ensure requirements are complete, clear, and traceable throughout the project lifecycle.

Agile Delivery & JIRA Management

• Translate business requirements into detailed JIRA Epics, Features, and User Stories.
• Develop clear acceptance criteria to support developer handoff.
• Participate in backlog grooming, sprint planning, reviews, and retrospectives.
• Clarify requirements and support developers during implementation.

Stakeholder Collaboration

• Partner with business stakeholders, Product Owners, ServiceNow Architects, SMEs, Developers, QA teams, and Project Managers.
• Facilitate requirement reviews, solution walkthroughs, and design discussions.
• Effectively communicate business needs to technical teams and technical concepts to business users.

Testing, Demos & UAT Support

• Support solution demonstrations and sprint reviews.
• Define and coordinate User Acceptance Testing (UAT).
• Assist business users in test execution and defect validation.
• Verify delivered solutions meet approved requirements and acceptance criteria.

Required Skills & Experience

ServiceNow Experience

Strong understanding of one or more of the following:

• ITSM
• ITOM
• CMDB
• CSDM
• Service Catalog
• Employee Center
• SPM
• IRM
• EA
• Integration Hub
• WDF

Business Analysis Skills

• Requirements elicitation and analysis
• Workshop facilitation
• Process mapping and gap analysis
• Stakeholder management
• Business process improvement
• Documentation and reporting
• Agile/Scrum delivery methodologies

Tools

• JIRA
• Confluence
• Microsoft Visio
• Microsoft Office Suite

Communication Skills

• Excellent verbal and written communication skills.
• Ability to facilitate executive, business, and technical workshops.
• Strong presentation, negotiation, and stakeholder management capabilities.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or related field.
• 7+ years of Business Analysis experience.
• 4+ years of ServiceNow implementation experience.
• Experience working on enterprise-scale digital transformation programs.
• Experience creating BRDs, user stories, acceptance criteria, and UAT documentation.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ITIL Foundation
• CBAP / PMI-PBA
• Certified Scrum Master (CSM)Dear candidate,