ServiceNow ITSM Business Analyst

Zorba AI; Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Zorba AI is seeking an experienced Senior ServiceNow ITSM Business Analyst to bridge business and IT teams. The role involves translating complex requirements into functional specs, user stories, and ITSM processes across Incident, Problem, Change, and more.

You will work with stakeholders, developers, QA, and product owners in Agile environments, ensuring ITIL-aligned, scalable ServiceNow solutions and successful UAT sign-offs.

Qualifications

• 10+ years of IT experience with strong ITSM domain knowledge.
• 7+ years of ServiceNow ITSM experience.
• Strong business analysis and requirements gathering abilities.
• Hands-on ITIL processes knowledge and core ITSM modules.
• Experience creating BRD, FRD/FSD, user stories, acceptance criteria, use cases, and process flows.
• Excellent stakeholder management and workshop facilitation skills.
• Experience with UAT coordination and business sign-off.

Responsibilities

• Gather, analyze, validate, and document business requirements for ServiceNow ITSM.
• Conduct stakeholder interviews and requirement-gathering sessions.
• Translate requirements into functional specs, user stories, and process flows.
• Define As-Is / To-Be processes and perform gap analysis.
• Work with ServiceNow developers, architects, QA, PO, and business stakeholders.
• Support implementation and enhancement of ITSM modules: Incident, Problem, Change, Request, Service Catalog, Knowledge, CMDB.
• Coordinate SIT/UAT activities, defect tracking, retesting, and sign-off.
• Assist in release planning and production validation.
• Ensure solutions align with ITIL best practices.

Skills

ITIL knowledge

Stakeholder management

Business analysis

Requirements gathering

Communication

Presentation skills

Agile/Scrum

Tools

Jira

Confluence

MS Visio

Job description

We are looking for an experienced ServiceNow ITSM Business Analyst with strong expertise in ITSM processes, business requirement analysis, stakeholder management, and ServiceNow implementations/enhancements.

The ideal candidate will act as a bridge between business stakeholders and ServiceNow technical teams, translating business requirements into functional specifications, user stories, process flows, and actionable solutions. The candidate should have strong knowledge of ITIL processes and hands‑on functional experience across core ServiceNow ITSM modules.

Key Responsibilities

• Gather, analyze, validate, and document business requirements for ServiceNow ITSM processes.
• Conduct stakeholder interviews, requirement‑gathering sessions, and process workshops.
• Understand current‑state processes and define As‑Is / To‑Be process flows.
• Perform gap analysis and identify opportunities for process improvement and automation.
• Prepare BRD, FRD/FSD, functional specifications, user stories, use cases, process flows, and acceptance criteria.
• Work closely with ServiceNow developers, architects, QA teams, Product Owners, and business stakeholders.
• Support implementation and enhancement of ServiceNow ITSM modules including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Service Catalog
  • Knowledge Management
  • CMDB
• Ensure proposed solutions are aligned with ITIL best practices and business objectives.
• Participate in Agile ceremonies including sprint planning, backlog refinement, daily standups, sprint reviews, and retrospectives.
• Coordinate SIT/UAT activities, including test scenario validation, defect tracking, retesting, and business sign‑off.
• Support release planning, deployment validation, production implementation, and post‑production/hypercare activities.
• Conduct stakeholder demonstrations and solution walkthroughs.
• Prepare process documentation, training materials, and support end‑user training where required.
• Support continuous improvement initiatives across ITSM processes.
• Analyze operational issues, identify root causes, and recommend process or workflow improvements.
• Maintain effective communication between business stakeholders and ServiceNow technical teams.

Mandatory Skills

• 10+ years of overall IT experience
• 7+ years of relevant ServiceNow ITSM experience
• Strong Business Analysis and requirement‑gathering experience.
• Strong knowledge of ServiceNow ITSM modules.
• Hands‑on functional experience with:
• Incident
• Problem
• Change
• Request
• Service Catalog
• Knowledge Management
• CMDB
• Strong experience creating:
• BRD
• FRD/FSD
• User Stories
• Acceptance Criteria
• Use Cases
• Process Flows
• Functional Specifications
• Strong stakeholder management and workshop facilitation skills.
• Experience with UAT coordination and business sign‑off.
• Strong understanding of ITIL processes and framework.
• Experience working in Agile/Scrum environments.
• Strong communication, analytical, and presentation skills.

Preferred Skills

• ServiceNow CSA Certification
• ITIL Foundation / ITIL 4 Certification
• Experience with CMDB, CSDM, Service Portal, Knowledge Management, Reporting, and ServiceNow workflows.
• Exposure to ServiceNow integrations and Flow Designer.
• Experience working with global stakeholders and distributed delivery teams.
• Experience in enterprise‑scale ServiceNow implementation or transformation projects.
• Experience with Jira, Confluence, MS Visio, or similar BA tools.

The ideal candidate is a senior functional ServiceNow Business Analyst / ServiceNow ITSM Consultant who can independently manage requirements from discovery through implementation.

The candidate should be comfortable working with business stakeholders, Product Owners, ServiceNow architects, developers, and QA teams and should be able to translate complex business requirements into clear functional requirements and user stories.

Candidates with strong ServiceNow ITSM BA experience across enterprise implementations, excellent stakeholder management, ITIL knowledge, and end‑to‑end UAT/release experience are preferred.

Skills: itsm,itil,management,servicenow,cmdb