Servicenow Business Analyst

Pomeroy; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Pomeroy is seeking a ServiceNow-focused бизнес analyst to engage stakeholders, elicit and document requirements, and support design and implementation of scalable processes. You will collaborate with IT and business teams to ensure alignment and traceability within ServiceNow, and help drive adoption through effective training and documentation.

The role emphasizes requirements discovery, process design, and continuous improvement, with a strong focus on organizational change management and

Qualifications

• 5+ years progressive experience in a professional services organization or equivalent.
• 2+ years of ServiceNow experience.
• Experience working collaboratively.
• CSA certification preferred.

Responsibilities

• Engage stakeholders, elicit and document business, functional, and non‑functional requirements.
• Participate in business process design sessions to ensure thorough processes.
• Act as liaison between business stakeholders and IT teams to ensure alignment.
• Support change management activities, training plans, and user adoption.
• Maintain clear, traceable requirements and related documentation in ServiceNow.

Skills

Stakeholder engagement

Requirements analysis

Process design

Documentation

Communication

Education

CSA certification

Tools

ServiceNow

Job description

• Engage business stakeholders, end users, and subject matter experts to elicit, analyze, and document business, functional, and non-functional requirements.
• Participate in holistic business process design sessions, including identifying stakeholders from all factions of the business to ensure thorough and complete processes.
• Conductive probing and effective discovery sessions to assess current processes to translate business needs into functional and scalable requirements.
• Recommend optimized processes and support implementation of improved workflows and standards.

Stakeholder Engagement & Communication

• Identify risks, dependencies, and gaps related to requirements and proactively communicate impacts and mitigation options to IT Leadership.
• Present requirements, findings, and recommendations to stakeholders at various levels to ensure adoption and agreement ahead of solution implementation.
• Act as a liaison between business stakeholders and technology teams to ensure shared understanding and alignment.

Organizational Change Management

• Collaborate with all stakeholders for thorough understanding, documentation, training and adoption of processes within ServiceNow to ensure adoption of all ServiceNow implementations.
• Support test planning, UAT preparation, and defect triage to ensure solutions meet business expectations.
• Define and carry out effective and holistic training plans for all stakeholders, end users, and subject matter experts impacted by implemented solutions.

Delivery Support & Continuous Improvement

• Adhere to established processes and ceremonies, ensuring consistent participation in planning, backlog refinement, reviews, and retrospectives as defined by IT Leadership.
• Drive continuous improvement by proactively identifying opportunities to enhance business analysis practices, processes, and delivery outcomes, and implementing improvements based on feedback and lessons learned.
• Proactively monitor and analyze post-implementation performance to identify areas for optimization and provide feedback for product development.

Documentation & Reporting

• Maintain clear, accurate, and organized documentation for requirements, processes, and related artifacts (including but not limited to roadmaps, process maps, technical guidelines, and user stories).
• Ensure requirements are clear, testable, traceable, and aligned with business outcomes, and actively traceable within ServiceNow environment.

Basic Qualifications:

• 5+ years progressive experience as part of a professional services organization; or equivalent education/experience
• 2+ years of ServiceNow experience
• Experience working collaboratively
• Certified System Administrator (CSA) preferred