Lead II

Job Title: ServiceNow Business Analyst

Hiring Location: Hyderabad, Bangalore, Kochi, Trivandrum, Pune, Noida, Chennai

Experience Range: 6+ years

Job Summary:

UST is looking for a ServiceNow Business Analyst with 6+ years of experience to act as the bridge between business needs and technical solutions . The ideal candidate will have strong expertise in ServiceNow modules, workflows, and configurations with the ability to analyze business requirements, optimize processes, and ensure seamless implementation of ServiceNow solutions.

Key Responsibilities:

Business Analysis & Requirements Gathering

• Work closely with business stakeholders to gather, analyze, and document ServiceNow requirements .
• Translate business needs into functional specifications for ServiceNow configurations, enhancements, and integrations.
• Conduct gap analysis to identify areas for process improvement within ServiceNow.
• Collaborate with developers, architects, and QA teams to ensure accurate implementation of requirements.

ServiceNow Implementation & Configuration Support

• Assist in the configuration of ServiceNow modules , including ITSM, ITOM, CSM, HRSD, and CMDB .
• Define and optimize ServiceNow workflows, catalog items, and forms to align with business needs.
• Provide input on ServiceNow UI/UX enhancements to improve the user experience .
• Work with ServiceNow development teams to validate that solutions meet business and technical requirements.

Stakeholder Collaboration & Communication

• Act as the primary liaison between business users and technical teams for ServiceNow-related initiatives.
• Facilitate workshops, requirement sessions, and demonstrations to ensure alignment between stakeholders.
• Prepare and deliver ServiceNow-related training materials, documentation, and knowledge articles .
• Provide post-implementation support and act as a point of contact for ongoing enhancements and improvements.

Process Improvement & Reporting

• Identify opportunities for workflow automation and process optimization within ServiceNow.
• Assist in developing metrics, reports, and dashboards using ServiceNow Performance Analytics .
• Conduct periodic reviews to assess ServiceNow system health and data integrity .
• Support compliance and governance by ensuring adherence to best practices and security policies .

Must-Have Skills:

• 6+ years of experience as a Business Analyst working with the ServiceNow platform .
• Strong understanding of ServiceNow ITSM processes (Incident, Problem, Change, Request, Knowledge Management).
• Experience working with CSM, ITOM, HRSD, CMDB , or other ServiceNow modules.
• Familiarity with ServiceNow configurations , including UI policies, business rules, workflows, and integrations .
• Experience with ServiceNow reporting, dashboards, and Performance Analytics .
• Understanding of Agile and ITIL frameworks .
• Ability to write functional specifications and collaborate with developers on ServiceNow solutions.
• Experience in testing ServiceNow applications , including User Acceptance Testing (UAT) .

Good-to-Have Skills:

• Familiarity with ServiceNow API integrations (REST, SOAP).
• Proficiency in JIRA, Confluence , or similar tools for project documentation and tracking .
• Experience in ServiceNow UI/UX enhancements to improve usability.

Soft Skills:

• Excellent communication skills to work effectively with business and technical teams .
• Strong analytical and problem-solving abilities with attention to detail .
• Ability to prioritize tasks and work in a fast-paced, Agile environment .
• Self-motivated with a continuous improvement mindset .

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA) (Preferred).
• ServiceNow Certified Implementation Specialist - ITSM, CSM, or HRSD (Plus).
• ITIL v4 Foundation Certification (Preferred).