ServiceNow Technical Analyst

Milestone Technologies, Inc.; Ernakulam; Híbrido; INR 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Milestone Technologies, Inc. is seeking a ServiceNow Analyst to support enterprise digital transformation initiatives using the ServiceNow platform.

You will work with stakeholders, solution architects, and development teams to gather requirements, define solutions, and ensure successful delivery of ServiceNow capabilities. The ideal candidate has strong business analysis skills, ServiceNow platform knowledge, stakeholder management abilities, and experience in Agile projects.

Formación

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related discipline.
• 3-5 years of experience as a Business Analyst, Functional Analyst, or ServiceNow Analyst.
• Experience on enterprise-scale ServiceNow implementations or enhancements.
• Strong communication and stakeholder engagement skills.

Responsabilidades

• Conduct workshops and discovery sessions with business and IT stakeholders.
• Gather, analyze, document, and validate business requirements.
• Translate business requirements into functional specifications and user stories.
• Maintain requirements traceability throughout the project lifecycle.
• Support backlog creation, refinement, and prioritization activities.

Conocimientos

ServiceNow

ITSM

ITOM

HRSD

CSM

Service Portal

Workflow Designer

Educación

Bachelor's degree in Engineering/IT/CS or related

Herramientas

JIRA/Azure DevOps

Microsoft Office Suite

Visio/Lucidchart

Descripción del empleo

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee‑first, performance‑based culture and for over 25 years, we have a demonstrated history of supporting category‑defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Company Overview

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short‑term and long‑term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people‑first approach, Milestone continues to deliver industry‑leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Job Title : ServiceNow Analyst

Location : India (Hybrid/Remote as applicable)

Experience : 3-5 Years

Position Summary

We are seeking a ServiceNow Analyst to support enterprise digital transformation initiatives leveraging the ServiceNow platform. The analyst will work closely with business stakeholders, Business Analysts, Solution Architects, Product Owners, and development teams to gather requirements, define solutions, support platform configuration, and ensure successful delivery of ServiceNow capabilities.

The ideal candidate should possess strong business analysis skills, ServiceNow platform knowledge, stakeholder management abilities, and experience working in Agile project environments.

Key Responsibilities

Business Analysis & Requirements Management

• Conduct workshops and discovery sessions with business and IT stakeholders.
• Gather, analyze, document, and validate business requirements.
• Translate business requirements into functional specifications and user stories.
• Maintain requirements traceability throughout the project lifecycle.
• Support backlog creation, refinement, and prioritization activities.

ServiceNow Platform Analysis

• Analyze and recommend ServiceNow-based solutions aligned with business objectives.
• Collaborate with architects and developers on solution design.
• Support configuration efforts across ServiceNow modules.
• Participate in platform enhancement and optimization initiatives.
• Assist in defining workflows, forms, catalogs, knowledge articles, and automation opportunities.

Project Delivery Support

• Participate in Agile ceremonies including sprint planning, reviews, and retrospectives.
• Coordinate with development, QA, integration, and business teams.
• Support defect triage, user acceptance testing (UAT), and release activities.
• Ensure solution alignment with business objectives and project scope.

Stakeholder Management

• Act as a liaison between business users and technical teams.
• Facilitate communication and decision‑making across multiple stakeholder groups.
• Present functional designs, process improvements, and project updates to stakeholders.

Documentation & Governance

• Create and maintain:
  • Business Requirement Documents (BRDs)
  • Functional Requirement Documents (FRDs)
  • User Stories
  • Process Flows
  • As‑Is and To‑Be Process Maps
  • Test Scenarios
  • Training Documentation

Required Skills

ServiceNow

• Strong understanding of the ServiceNow platform.
• Experience with one or more ServiceNow modules:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • HR Service Delivery (HRSD)
  • Customer Service Management (CSM)
  • Service Portal
  • Workflow and Flow Designer

Business Analysis

• Requirements elicitation and management.
• Workshop facilitation.
• Process mapping and documentation.
• Stakeholder management.
• Agile delivery methodologies.

Tools

• ServiceNow Platform
• JIRA / Azure DevOps
• Microsoft Office Suite
• Visio / Lucidchart

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related discipline.
• 3-5 years of experience as a Business Analyst, Functional Analyst, or ServiceNow Analyst.
• Experience working on enterprise‑scale ServiceNow implementations or enhancements.
• Strong communication and stakeholder engagement skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in any module.
• Agile/Scrum certification.
• Experience working in global delivery models.
• Exposure to Salesforce and enterprise integrations is a plus.

Success Metrics

• High‑quality requirements and functional specifications.
• Timely delivery of user stories and acceptance criteria.
• Effective stakeholder engagement and workshop facilitation.
• Reduced requirement defects and rework.
• Successful UAT and business sign‑off.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job‑related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self‑expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.