ServiceNow ITSM Business Analyst (BA)

GC Technologies Pvt Ltd; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

GC Technologies Pvt Ltd in India seeks a functional consultant/business analyst to bridge business requirements with ServiceNow ITSM implementations and adoption. You will gather requirements, craft user stories, use cases, and workflows, and collaborate with IT and business stakeholders to deliver robust ITSM solutions aligned with ITIL practices.

The role emphasizes strong communication, presentation skills, and experience with Agile/Scrum methods, release support, and global delivery

Qualifications

• Experience with gathering requirements and stakeholder management.
• Knowledge of ITIL processes and framework.
• Ability to create user stories, use cases, process diagrams, and functional specifications.
• Experience with Agile/Scrum methodology.
• Strong communication and presentation skills.

Responsibilities

• Release Support.
• Bridge business requirements and ServiceNow technical teams to ensure ITSM process implementation and adoption.

Skills

Strong understanding of ServiceNow IT\

Requirement gathering & stakeholder mg

ITIL processes & framework

Create user stories & use cases

Agile/Scrum methodology

Communication & presentation

Education

ITIL Foundation Certification

CSA Certification

Tools

ServiceNow ITSM

CMDB

Service Portal

Knowledge Management

Reporting

Job description

Certifications (Preferred) (CSA) ,ITIL Foundation Certification,

Required Skills

• Strong understanding of ServiceNow ITSM modules.
• Experience in requirement gathering and stakeholder management.
• Knowledge of ITIL processes and framework.
• Ability to create user stories, use cases, process diagrams, and functional specifications.
• Experience with Agile/Scrum methodology.
• Good communication and presentation skills.

Preferred Skills

• Exposure to CMDB, Service Portal, Knowledge Management, and Reporting.
• Experience working in global delivery environments.

Responsibilities Matrix

• Release Support

Ideal Candidate: A functional consultant/business analyst who can bridge business requirements and ServiceNow technical teams while ensuring successful ITSM process implementation and adoption.