ServiceNow Business System Analyst

Impactica Solutions; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Sun Life is seeking a skilled ServiceNow Business Systems Analyst (BSA) to join the onsite ServiceNow team in Gurgaon. The role focuses on supporting ServiceNow inventory and driving various ServiceNow projects across the organization, bridging business needs with technical solutions.

The ideal candidate will have 5+ years as a BSA in ITSM/ITAM/ITOM, 3+ years on ServiceNow, strong ITIL knowledge, and excellent communication skills; immediate joiners preferred with notice period of 10 days.

Qualifications

• 5+ years of experience as a Business Systems Analyst in ITSM/ITAM/ITOM environments.
• 3+ years of hands-on ServiceNow experience.
• Strong ITIL knowledge and IT service management processes.
• Excellent analytical and communication skills.
• Proven ability to translate complex business requirements into technical specifications.
• Experience in process mapping and documentation using various tools.
• Familiarity with agile development methodologies and JIRA.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow inventories and management.
• Collaborate with stakeholders to translate processes into technical specifications for ServiceNow.
• Support design and implementation of ServiceNow solutions aligned with IT objectives.
• Participate in agile ceremonies (daily scrums, sprint planning, backlog grooming).
• Create and maintain documentation including process flows, user stories, and functional specs.
• Conduct gap analysis between current and future state processes; identify improvements and automation.
• Assist in configuration and customization of ServiceNow modules (Asset Management and Discovery).
• Facilitate workshops with business users to elicit requirements and validate solutions.
• Support UAT and train end-users on new ServiceNow functionalities.
• Collaborate with developers, architects, and team members to ensure successful delivery of ServiceNow projects.
• Monitor system performance and recommend enhancements and optimizations.
• Stay current with ServiceNow updates and best practices.

Skills

Business Systems Analyst

ServiceNow

ITIL knowledge

Analytical skills

Communication skills

Tools

JIRA

Job description

Position: ServiceNow Business System Analyst
Location: Gurgaon, Onsite- Local to NCR only
Type: Fulltime
Interview Mode: Virtual
Exp Level: 4-6 Years
Immediate Joiners, 10 days max (Serving Notice)
Previous MNC Background - Good Comm Skills

Job Description

We are seeking a skilled and experienced Business Systems Analyst (BSA) to join our ServiceNow team. The ideal candidate will play a crucial role in supporting the ServiceNow inventory, while also contributing to various ServiceNow projects across the organization. This position requires a blend of technical expertise, business acumen, and excellent communication skills to bridge the gap between business needs and technical solutions within the ServiceNow platform.

Roles & Responsibilities

• Gather, analyze, and document business requirements for ServiceNow implementations, with a focus on inventory discovery and inventory management
• Collaborate with stakeholders to understand business processes and translate them into technical specifications for the ServiceNow platform
• Support the design and implementation of ServiceNow solutions, ensuring alignment with Sun Life's business objectives and IT strategies
• Participate in agile development processes, including daily scrums, sprint planning, and backlog grooming
• Create and maintain detailed documentation, including process flows, user stories, and functional specifications
• Conduct gap analysis between current and future state processes, identifying opportunities for improvement and automation
• Assist in the configuration and customization of ServiceNow modules, particularly in Asset Management and Discovery areas
• Facilitate workshops and meetings with business users to elicit requirements and validate solutions
• Support user acceptance testing (UAT) and provide training to end-users on new ServiceNow functionalities
• Collaborate with developers, architects, and other team members to ensure successful delivery of ServiceNow projects
• Monitor and analyze system performance, recommending enhancements and optimizations as needed
• Stay current with ServiceNow platform updates and best practices, advocating for their adoption within the organization

Required Skills & Experience

• 5+ years of experience as a Business Systems Analyst, preferably in IT Management & Operations (ITSM/ITAM/ITOM) environments
• 3+ years of hands-on experience with ServiceNow platform
• Strong understanding of ITIL framework and IT service management processes
• Excellent analytical and problem-solving skills with attention to detail
• Proven ability to translate complex business requirements into clear technical specifications
• Experience in process mapping and documentation using various tools and methodologies
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Familiarity with agile development methodologies and project management tools (e.g., JIRA)
• Proficiency in creating detailed reports, presentations, and technical documentation