ServiceNow ITSM Business Analyst

Zorba AI; Mumbai; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Zorba AI in Mumbai is seeking an experienced ServiceNow ITSM Business Analyst to translate business requirements into functional specifications and user stories, and to collaborate with ServiceNow developers to deliver effective ITSM solutions.

The ideal candidate has 7+ years of BA experience with ITIL knowledge, strong stakeholder management, and proven skills in BRD/FRD, UAT, and agile delivery to drive ITSM improvements. This role requires excellent communication and documentation skills.

Qualifications

• 7+ years of hands-on ServiceNow ITSM functional/BA experience.
• Strong knowledge of ITIL processes and framework.
• Experience creating BRD, FRD, User Stories, Use Cases, Process Flows, and Functional Specifications.
• Experience with UAT coordination and business sign-off.
• Strong communication, presentation, and documentation skills.
• Experience working in Agile/Scrum environments.
• Excellent requirement gathering and stakeholder management.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow ITSM processes.
• Conduct stakeholder workshops, requirement elicitation, and process discussions.
• Prepare BRD, FRD, user stories, use cases, process flows, and acceptance criteria.
• Work closely with ServiceNow developers, architects, and business stakeholders to define functional solutions.
• Provide functional expertise across: Incident Management, Problem Management, Change Management, Request Management, Service Catalog, Knowledge Management, CMDB.
• Perform gap analysis and identify opportunities for ITSM process improvement.
• Ensure processes align with ITIL best practices.
• Coordinate UAT activities, test scenarios, defect resolution, and business sign-off.
• Support release planning, deployment validation, and post-production hypercare.
• Prepare functional documentation, training materials, and conduct end-user training.
• Support Agile/Scrum ceremonies and collaborate with cross-functional teams.

Skills

7+ years ServiceNow ITSM BA

ServiceNow ITSM modules

Requirement gathering

ITIL processes

BRD/FRD/User stories

UAT coordination

Agile/Scrum

Communication skills

Education

ServiceNow CSA Certification

ITIL Foundation certification

Job description

We are looking for an experienced ServiceNow ITSM Business Analyst with strong functional expertise in ServiceNow ITSM processes and ITIL frameworks. The candidate will be responsible for gathering and analyzing business requirements, translating them into functional specifications and user stories, and working closely with ServiceNow technical teams to deliver effective ITSM solutions.

Key Responsibilities

• Gather, analyze, and document business requirements for ServiceNow ITSM processes.
• Conduct stakeholder workshops, requirement elicitation, and process discussions.
• Prepare BRD, FRD, user stories, use cases, process flows, and acceptance criteria.
• Work closely with ServiceNow developers, architects, and business stakeholders to define functional solutions.
• Provide functional expertise across:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Service Catalog
  • Knowledge Management
  • CMDB
• Perform gap analysis and identify opportunities for ITSM process improvement.
• Ensure processes align with ITIL best practices.
• Coordinate UAT activities, test scenarios, defect resolution, and business sign-off.
• Support release planning, deployment validation, and post-production hypercare.
• Prepare functional documentation, training materials, and conduct end-user training.
• Support Agile/Scrum ceremonies and collaborate with cross-functional teams.

Mandatory Skills

• 7+ years of hands-on ServiceNow ITSM functional/BA experience.
• Strong understanding of ServiceNow ITSM modules and processes.
• Excellent experience in requirement gathering and stakeholder management.
• Strong knowledge of ITIL processes and framework.
• Experience creating BRD, FRD, User Stories, Use Cases, Process Flows, and Functional Specifications.
• Experience with UAT coordination and business sign-off.
• Strong communication, presentation, and documentation skills.
• Experience working in Agile/Scrum environments.

Good to Have

• ServiceNow CSA Certification.
• ITIL Foundation certification.
• Exposure to CMDB, Service Portal, Knowledge Management, and ServiceNow Reporting.
• Experience working with global stakeholders and distributed delivery teams.

Key Responsibilities / Skill Areas

Requirement Gathering | Process Analysis | ITSM Process Improvement | User Story Creation | Stakeholder Management | UAT | Release Support | Documentation | Training

Ideal Candidate

A ServiceNow ITSM Functional Consultant / Business Analyst who can effectively bridge business requirements and ServiceNow technical teams, drive ITSM process improvements, and support successful implementation, testing, deployment, and adoption of ServiceNow solutions.

Skills: itsm modules,business analysis,itil,servicenow itsm,servicenow