Servicenow Business Analyst

Genpact; Pune District, Bengaluru, Delhi; Hybrid; INR 4,200,000 - 6,200,000; Full time

Job summary

Genpact in Pune, India, invites applications for Principal Consultant - Business Analyst - Service Now. You will lead parts of the project lifecycle with a focus on business value and benefit realization, collaborating with stakeholders and ServiceNow developers to translate requirements into actionable user stories and acceptance criteria.

The role requires 8+ years as a Business Analyst, with at least 2 years on ServiceNow, strong Agile experience, and excellent communication.

Qualifications

• Bachelor's degree in a relevant field.
• 8+ years as a Business Analyst with at least 2 years on ServiceNow.
• Strong understanding of Agile methodologies and stakeholder management.
• Experience writing user stories, use cases, and process flows.
• Proficiency with ServiceNow ITSM/ITOM/HRSD/CSM modules and related tooling.

Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements for ServiceNow modules.
• Translate business needs into functional specs and user stories with acceptance criteria.
• Participate in Agile ceremonies including sprint planning and retrospectives.
• Work with 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.
• Maintain a product backlog and prioritize features based on business value.
• Provide training and documentation to end-users as needed.
• Monitor and report on project progress, risks, and issues.

Skills

Business Analysis

ServiceNow

Agile Methodologies

Stakeholder Management

User Stories & UAT

Documentation

Education

Bachelor's degree in Computer Science / Information Systems / Business Administration / related field

Tools

Jira

Azure DevOps

Rally

ServiceNow

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.