ServiceNow - Business Analyst

NTT DATA BUSINESS SOLUTIONS; New Delhi; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Delhi, India invites a Senior ServiceNow Business Process Consultant with strong Business Analyst skills. The role blends process consulting with detailed analysis, leading client engagements from discovery through delivery.

You will facilitate workshops, document requirements and user stories, advise on ITSM/ITOM/HRSD/CSM modules, and drive adoption with Agile practices. Exceptional communication and certifications are required.

Qualifications

• 5+ years of experience in ServiceNow consulting and multiple modules.
• 5+ years of experience in business analysis with requirements gathering and stakeholder engagement.
• Proven ability to lead client workshops and translate needs into actionable solutions.
• Strong understanding of Agile methodologies and supporting Scrum teams.
• Certifications: Junior CSA with CIS, Intermediate CSA with CIS, Senior CSA with CIS, and CTA.
• Excellent communication, facilitation, and documentation skills.

Responsibilities

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules.
• Create dynamic collateral including process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and gap analyses to support solution design.
• Prepare and execute test plans, facilitate UAT, and support go-live activities.
• Lead client training sessions and create user-friendly job aids to support platform adoption.
• Serve as the eyes and ears of the delivery team throughout the project lifecycle.
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.

Skills

ServiceNow

Business Analysis

Stakeholder Engagement

Agile Methodologies

Client Workshops

Tools

ServiceNow Platform

Job description

We are currently seeking a ServiceNow - Business Analyst to join our team in Delhi, Delhi (IN-DL), India (IN).

ServiceNow Business Analyst

Location: Onsite

Role Overview: NTT DATA is seeking a highly motivated and experienced Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position is ideal for someone who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery. The ideal candidate will be a trusted advisor to clients, helping them optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.

Key Responsibilities

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules.
• Create dynamic collateral including process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and gap analyses to support solution design.
• Prepare and execute test plans, facilitate UAT, and support go-live activities.
• Lead client training sessions and create user-friendly job aids to support platform adoption.
• Serve as the eyes and ears of the delivery team throughout the project lifecycle.
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.

Qualifications

• 5+ years of experience in ServiceNow consulting, with hands‑on expertise in multiple modules.
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement.
• Proven ability to lead client workshops and translate business needs into actionable solutions.
• Strong understanding of Agile methodologies and experience supporting Scrum teams.
• Required ServiceNow Certifications: Junior CSA and at least 1 CIS-(any); Intermediate CSA, at least 1 CIS-(any); Senior CSA, at least 1 CIS-(Any), and CTA
• Excellent communication, facilitation, and documentation skills.