Servicenow Business Analyst

Genpact; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Genpact in India is seeking a Principal Consultant - Business Analyst specializing in ServiceNow to drive value across ITSM, ITOM, CSM and HRSD. You will gather requirements, write user stories, and guide stakeholders through the full lifecycle with agile practices.

The role requires 8+ years as a Business Analyst, including ServiceNow exposure, strong communication, and the ability to work independently within cross-functional teams to deliver enterprise-scale solutions.

Qualifications

• 8+ years of experience as a Business Analyst with at least 2 years in ServiceNow.
• Strong understanding of Agile methodologies (Scrum, Kanban).
• Experience with ServiceNow ITSM, ITOM, CSM or HRSD; knowledge of service mapping and S2P/FSO is a plus.
• Proficiency in writing user stories, use cases, and process flows.
• Excellent communication and stakeholder management skills.

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 including sprint planning, daily stand-ups, reviews, and retrospectives.
• Work with ServiceNow developers and architects to ensure solutions align with goals and best practices.
• Conduct gap analyses and impact assessments for changes.
• Support UAT by preparing test cases and coordinating testing efforts.
• Maintain a product backlog and prioritize features based on value and feasibility.
• Provide training and documentation to end-users and stakeholders.
• Monitor and report on project progress, risks, and issues.

Skills

Business Analysis

ServiceNow

Agile methodologies

Stakeholder management

User stories

Documentation

Communication

Education

Bachelor's degree

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

• Bachelors 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.