ServiceNow Principal Business Process Analyst

Ecolab Global Services; Bengaluru; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Ecolab Global Services in Bengaluru seeks a seasoned Senior Business Analyst to partner with business teams, IT, and ServiceNow teams to gather user stories and design solutions addressing opportunities.

You will translate requirements into functional specs, support project plans, and drive continuous improvement using ServiceNow capabilities, including CSM, portals, AI features, and automation playbooks.

Qualifications

• Bachelor's degree in business administration or IT.
• 8+ years of experience in business analysis.
• Familiarity with ServiceNow configuration, scripting, and integration capabilities.
• Strong experience in Service Portals/ESC, Virtual Agent AI, Predictive Intelligence, Workspace, Process Automation playbooks.
• Good understanding of ServiceNow data models for 2+ applications.
• Good understanding of ServiceNow best practices.
• CSM experience is must have (SNOW CSM).
• MCO/APO/FSM experience is a plus.

Responsibilities

• Assist in the collection and documentation of business requirements.
• Translate business needs into functional specifications and process flows.
• Identify gaps, inefficiencies, and opportunities for automation and optimization.
• Owns HLD and LLD from a functional standpoint and may extend to business knowledge.
• Conduct research and analysis to support business decision-making.
• Collaborate with stakeholders to identify and define project requirements.
• Support the development of project plans and timelines.
• Assist in the preparation of reports and presentations for management.
• Participate in meetings and provide input on business processes and improvements.
• Perform other duties as assigned by the Senior Business Analyst or Manager.
• Recommend continuous improvements leveraging ServiceNow's evolving capabilities.

Skills

Business analysis

ServiceNow

Stakeholder mgmt

Data analysis

Scripting basics

MS Office

Education

Bachelor's degree in business administration or IT

Tools

ServiceNow

MS Excel

Project management software

Job description

Job Summary:

In this role you will partner with individuals across the organization, at various levels, including divisional business teams, product owners, IT teams and ServiceNow team members (Service Delivery and Operations teams) to facilitate user story gathering and design sessions, and collaboratively define solutions that address key opportunities

Key Responsibilities:

• Assist in the collection and documentation of business requirements.
• Translate business needs into functional specifications and process flows
• Identify gaps, inefficiencies, and opportunities for automation and optimization
• Owns HLD and LLD from functional standpoint however shall not be limited to only functional aspects alone and may extend further to business knowledge also.
• Conduct research and analysis to support business decision-making.
• Collaborate with stakeholders to identify and define project requirements.
• Support the development of project plans and timelines.
• Assist in the preparation of reports and presentations for management.
• Participate in meetings and provide input on business processes and improvements.
• Perform other duties as assigned by the Senior Business Analyst or Manager.
• Recommend continuous improvements leveraging ServiceNow's evolving capabilities.

Minimum Qualifications:

• Bachelor's degree in business administration, Information Technology, or a related field.
• 8+ years of experience in a business analysis or related role.
• Familiarity with ServiceNow configuration, basics scripting , and integration capabilities.
• Strong functional experience in Service Portals/ESC , Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks
• Good Understanding on ServiceNow foundational data and data models for more than 2 applications
• Good Understating of ServiceNow best practices.
• CSM experience is must have. SNOW CSM or Servicenow CSM
• MCO(Manufacturing Commercial Operations), APO(Accouns Payable Operations), FSM(Field Service Management) experience is a plus

Skills:

• Good in building functional, technical specs, Presentation based on project scope, Process Flows based on Business processes
• Ability to manage multiple tasks and priorities.
• Basic knowledge of data analysis and reporting.
• Familiarity with project management software is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• High understanding of business analysis methodologies and tools.

Nice to Have

• Certification ITIL Expert or ITIL v3/v4 or
• Certifications on ServiceNow CSA and Business Analyst from other institutions
• Experience supporting global enterprise environments.