ServiceNow Business Analyst - ITSM

NTT DATA BUSINESS SOLUTIONS; Bengaluru; Hybrid; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NTT DATA is seeking a skilled Business Analyst in Bengaluru, India. The role focuses on collaborating with clients to determine requirements and to define solutions addressing complex business processes and systems problems.

You will act as a liaison among stakeholders to understand organizational structures, policies, and operations, recommending solutions to achieve goals. The position requires extensive experience in business analysis within technology services, strong communication, process

Qualifications

• Seasoned understanding of business practices and processes.
• Experience in gathering business requirements and converting them into functional deliverables.
• Knowledge of ITIL and related service management processes.
• Professional in Business Analysis preferred.

Responsibilities

• Acts as bridge between business problems and technology solutions.
• Analyzes and resolves business problems with technology.
• Collaborates with clients to determine requirements and define solutions.
• Delivers projects in line with sponsor requirements and enterprise architecture.
• Develops and deploys enhanced services covering definition to deployment.
• Documents gaps with user guides, templates, test cases, and training.
• Resolves issues related to the service and escalates when needed.
• Adheres to development and support processes.
• Communicates issues and ensures closure with minimal supervision.
• Takes responsibility for delivery of project elements.

Skills

Business Analysis

Stakeholder management

Requirements gathering

Process mapping

Communication skills

Education

Bachelor's degree in Business or Information Technology

ITIL certification

IIBA membership preferred

Tools

ServiceNow

Siebel

Remedy

SAP

EMS

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Business Analyst is a seasoned subject matter expert, responsible for working with internal and external clients to determine requirements and to define solutions to address complex business, process and systems problems, and improvements in the organization.

This role acts as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals.

Key responsibilities:

• Acts as a bridge between the business problems and the technology solutions.
• Analyzes, transforms and ultimately resolves the business problems with the help of technology.
• Works with internal clients and apply best practice methodologies to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change.
• Delivers business projects in line with sponsor requirements and enterprise architecture.
• Proactively develops and deploys enhanced services and platforms, covering all the functional aspects from service/product definition through to build and deployment.
• Ensures the identification and documentation of operational gaps including user guides, templates, test cases and related user training.
• Assists with the resolution of issues pertaining to the service.
• Adheres to and follows the relevant development and support processes.
• Communicates and escalates if any issues arise or deliverables cannot be met and request assistance to ensure closure of issues.
• Takes responsibility for delivery of project elements with minimal supervision.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Seasoned understanding of business practices and processes.
• Excellent team player who displays good client service orientation with well-developed administrative and organization skills.
• Seasoned expertise in specific systems, processes and technologies that they will be required to analyze.
• Meticulous attention to detail whilst working under pressure.
• Excellent verbal and written communication skills.
• Seasoned process mapping technology knowledge.
• Ability to build rapport and engage effectively with a variety of stakeholders.
• Seasoned knowledge of project management methodology.
• Excellent analytical skills with the ability to convert business requirements into operational deliverables (functional requirements) to meet business objectives.
• Excellent documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations.
• Seasoned working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio Good understanding of systems generally used in a services organization, for example ServiceNow, Siebel, Remedy, SAP, EMS would be advantageous.
• Seasoned understanding of and experience with ITIL (IT Infrastructure Library) and the application of ITIL tools within a service integrator.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Business or Information Technology or a related field.
• Project management certification would be advantageous.
• Professional in Business Analysis certification is preferred.
• IIBA Membership required.
• Relevant technology certification(s) required, such as ITIL.

Required experience:

• Seasoned experience as a Business Analyst gained within a technology services environment.
• Seasoned experience as a system administrator or developer would be advantageous.
• Seasoned experience in and with all operational aspects of a Services business, preferably with a Systems Integrator.
• Seasoned experience in the business requirement gathering, use case definition, process mapping and implementing new services and systems.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in RD.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.