ServiceNow BusinessProcess Analyst

TEKsystems; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

TEKsystems Bengaluru is seeking an experienced ServiceNow Business Analyst to drive requirements across Agile, SAFe, and Waterfall projects. You will translate needs into functional specs, maintain traceability, and support upgrades and testing with ATF/UAT emphasis.

You will collaborate with stakeholders to define KPIs, create dashboards, and push process improvements using ServiceNow capabilities, including ITSM, CMDB, and data modeling.

Qualifications

• Strong experience as a Business Analyst within the ServiceNow ecosystem.
• Hands-on experience with ITSM and CMDB (mandatory).
• Experience with Flow Designer, Service Portal/ESC, Workspace, Process Automation Playbooks, Virtual Agent, and Predictive Intelligence.
• Knowledge of ATF, UAT, Regression Testing, Reporting, and Performance Analytics.
• Good understanding of ServiceNow configuration, integrations, and basic scripting.
• Experience working with ServiceNow foundational data and data models across ITSM, CSM, HRSD, or SPM.
• Strong stakeholder management, analytical, problem-solving, and communication skills.
• Ability to create functional specifications, technical documentation, process flows, and presentations.

Responsibilities

• Gather, analyse, and document business requirements across Agile, SAFe, and Waterfall delivery models.
• Translate business needs into functional specifications, process flows, HLDs, and LLDs.
• Build and maintain ServiceNow ATF test cases, regression test suites, SOPs, knowledge articles, and training materials.
• Ensure end-to-end traceability from requirements to test cases and validation results.
• Collaborate with stakeholders to define project goals, KPIs, reporting metrics, and process improvements.
• Support ServiceNow upgrades, releases, testing, and validation activities.
• Identify process gaps and drive automation and optimisation initiatives using ServiceNow capabilities.
• Prepare reports, dashboards, presentations, and project documentation.
• Recommend continuous improvements by leveraging evolving ServiceNow features and best practices.

Skills

ServiceNow

ITSM

CMDB

Flow Designer

Service Portal/ESC

Workspace

Process Automation Playbooks

Virtual Agent

Predictive Intelligence

ATF

UAT

Regression Testing

Reporting

Performance Analytics

Data Modeling

Stakeholder Management

Analytical Skills

Problem Solving

Communication

Tools

ServiceNow

Job description

• Gather, analyse, and document business requirements across Agile, SAFe, and Waterfall delivery models.
• Translate business needs into functional specifications, process flows, HLDs, and LLDs.
• Build and maintain ServiceNow ATF test cases, regression test suites, SOPs, knowledge articles, and training materials.
• Ensure end-to-end traceability from requirements to test cases and validation results.
• Collaborate with stakeholders to define project goals, KPIs, reporting metrics, and process improvements.
• Support ServiceNow upgrades, releases, testing, and validation activities.
• Identify process gaps and drive automation and optimisation initiatives using ServiceNow capabilities.
• Prepare reports, dashboards, presentations, and project documentation.
• Recommend continuous improvements by leveraging evolving ServiceNow features and best practices.

Required Skills

• Strong experience as a Business Analyst within the ServiceNow ecosystem.
• Hands-on experience with ITSM and CMDB (mandatory).
• Experience with Flow Designer, Service Portal/ESC, Workspace, Process Automation Playbooks, Virtual Agent, and Predictive Intelligence.
• Knowledge of ATF, UAT, Regression Testing, Reporting, and Performance Analytics.
• Good understanding of ServiceNow configuration, integrations, and basic scripting.
• Experience working with ServiceNow foundational data and data models across ITSM, CSM, HRSD, or SPM.
• Strong stakeholder management, analytical, problem-solving, and communication skills.
• Ability to create functional specifications, technical documentation, process flows, and presentations.