Specialist, ServiceNow Business Analyst

Merck; Telangana; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Merck in Hyderabad seeks an experienced IT Business Analyst with a focus on ServiceNow development to bridge business needs with engineering teams. You will translate complex processes into technical requirements, champion Agile practices, and guide the ongoing evolution of our ServiceNow platform.

You will collaborate with IT and business stakeholders to deliver scalable, efficient digital workflows that support global operations, while ensuring security and compliance across solutions.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of experience as an IT Business Analyst with at least 2 years on ServiceNow platform implementation, development, or migrations.
• Proven hands-on experience with Agile/Scrum and backlog management tools (Jira, Confluence, ServiceNow Agile 2.0).
• Strong understanding of core ServiceNow modules (ITSM, ITOM, HRSD, or CSM) and enterprise integration concepts.
• Analytical problem-solving skills with ability to map, optimize, and simplify complex processes.
• Excellent verbal and written communication skills, capable of translating technical jargon.

Responsibilities

• Lead requirements gathering and design workshops with business stakeholders to document end-to-end requirements.
• Translate business requests into user stories, acceptance criteria, and technical specs for ServiceNow developers.
• Actively manage and prioritize the ServiceNow backlog with the Product Owner during sprint activities.
• Design and map current-to-future state workflows, favoring out-of-the-box ServiceNow capabilities.
• Ensure solutions align with security, compliance, and architecture standards.
• Monitor ServiceNow releases and industry trends to drive continuous improvement.
• Define testing strategies and create test scenarios for feature validation and UAT.
• Create and maintain user guides, knowledge articles, and training materials for adoption.
• Provide post-deployment support and gather feedback for future cycles.

Skills

Analytical skills

Communication

Agile methodologies

Education

Bachelor's degree in a related field

Tools

Jira

Confluence

ServiceNow Agile 2.0

Job description

Job Description

Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company's IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers .

Role Overview

The Business Analyst for ServiceNow Development is a pivotal role within our enterprise technology division. In this position, you will serve as the primary strategic liaison between business stakeholders and our technical engineering teams. Your role is to ensure that our ServiceNow investments deliver scalable, intuitive, and highly efficient digital workflows that support our global operations and mission to save and improve lives.

You will be responsible for translating complex business processes into technical requirements, championing Agile methodologies, and guiding the continuous evolution of our ServiceNow platform.

Key responsibilities

• Requirements Gathering
  Lead requirement gathering and design small group workshops with business stakeholders to understand ServiceNow enhancement opportunities and business process pain points to document end-to-end business requirements.
• Translate business requests into structured user stories , clear acceptance criteria, and technical specifications that ServiceNow developers can easily code from.
• Actively manage and prioritize the ServiceNow backlog , collaborating closely with the Product Owner during sprint planning, backlog grooming, and retro sessions.
• Process Design & Platform Alignment
  Analyze and map current-state workflows , identifying areas for optimization and proposing future-state designs that leverage ServiceNow out-of-the-box (OOTB) capabilities over custom code.
• Ensure all proposed solutions align with internal security, compliance, and platform architecture standards.
• Monitor industry trends and upcoming ServiceNow release features to recommend continuous improvement initiatives.
• Testing, Quality Assurance & UAT
  Define testing strategies and compile comprehensive test scenarios to validate that developed features meet all defined acceptance criteria.
• Facilitate and oversee User Acceptance Testing (UAT) with business stakeholders, acting as the first line of triage for defects and functional feedback.
• Ensure all development artifacts and system changes are thoroughly documented for future reference and compliance audits.
• Enablement, Adoption & Change Management
  Create, maintain , and publish user guides, knowledge articles, and training materials to support successful platform adoption.
• Assist with post-deployment support and gather user feedback to inform future development cycles.

Required qualifications and experience

• Education: Bachelor's degree in business administration, Information Systems, Computer Science, or a related field.
• Professional Experience: Minimum of 3 to 5 years of experience as an IT Business Analyst , with at least 2 years of dedicated focus supporting ServiceNow platform implementation, development, or migrations.
• Agile Expertise: Proven hands-on experience working within Agile/Scrum frameworks , including deep familiarity with backlog management tools (e.g., Jira, Confluence, ServiceNow Agile 2.0).
• Platform Knowledge: Strong foundational understanding of core ServiceNow modules (such as ITSM, ITOM, HRSD, or CSM) and how they integrate with wider enterprise ecosystems.
• Analytical Skills: Outstanding analytical and problem-solving skills, with a proven ability to map, optimize , and simplify complex business processes.
• Communication: Exceptional verbal and written communication skills, with the ability to translate technical jargo