ServiceNow ITSM Business Analyst

Zorba Consulting India; Pune District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Zorba Consulting India is seeking an experienced ServiceNow ITSM Business Analyst to bridge business stakeholders and ServiceNow technical teams. You will translate requirements into functional specs, user stories, and process flows, focusing on ITSM modules and ITIL aligned practices.

The role involves conducting workshops, documenting BRD/FRD/FSD, supporting SIT/UAT, and collaborating with developers, QA, and Product Owners to deliver end-to-end ITSM solutions.

Qualifications

• 10+ years of overall IT experience
• 7+ years of ServiceNow ITSM experience
• Strong Business Analysis and requirement‑gathering experience
• Strong knowledge of ServiceNow ITSM modules
• Experience with UAT coordination and business sign‑off
• Strong understanding of ITIL processes and framework
• Experience working in Agile/Scrum environments
• Strong stakeholder management and workshop facilitation skills

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 stand‑ups, 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

Skills

ITSM knowledge

Stakeholder management

Requirement gathering

Process analysis

Agile/Scrum

Communication skills

Workshop facilitation

Education

ServiceNow CSA Certification

ITIL Foundation / ITIL 4 Certification

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 stand‑ups, 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.