Lead I - Business Analysis (ServiceNow, ITSM)

5 - 7 Years
1 Opening
Hyderabad

Job Title: ServiceNow Business Analyst

Experience: 4+ Years
Employment Type: Full-time

Job Summary

We are seeking a detail-oriented ServiceNow Business Analyst to support ongoing enhancements and operational activities on the ServiceNow platform. This role will focus on reviewing ad-hoc requests, working closely with business requestors and fulfillment teams, and translating business needs into clear, actionable requirements that align with platform best practices and organizational goals.

Key Responsibilities

• Review and analyze incoming ServiceNow ad-hoc requests to understand business needs, root causes, and expected outcomes.

• Collaborate with requestors and fulfillment owners to clarify requirements, assess feasibility, and evaluate business impact.

• Gather and document requirements including user stories, functional requirements, acceptance criteria, process flows, data needs, and dependencies.

• Identify needs for new ServiceNow forms or enhancements to existing forms, including UI, validation, and data capture requirements.

• Define form behavior, UI policies, validation rules, and user experience expectations in partnership with technical teams.

• Identify and recommend automation opportunities using Flow Designer, workflows, business rules, catalog tasks, and scheduled actions.

• Assess and drive Knowledge Base article opportunities to promote self-service and reduce recurring issues.

• Recommend self-service and service portal improvements through catalog items, guided forms, and workflow-driven solutions.

• Act as a liaison between business users, fulfillment groups, and the ServiceNow platform team.

• Support User Acceptance Testing (UAT) by preparing test cases, coordinating testing, validating results, and managing defects.

• Provide continuous communication and status updates throughout the enhancement lifecycle.

Required Skills & Experience

• Strong experience gathering and documenting business and functional requirements for ServiceNow enhancements.
• Hands-on understanding of ServiceNow ITSM modules (Incident, Request, Change, Knowledge, CMDB).
• Experience analyzing business processes and recommending ServiceNow-based improvements.
• Ability to translate complex business needs into clear, actionable technical requirements.
• Experience with automation concepts including workflows and Flow Designer.
• Strong documentation, analytical, and communication skills.
• Experience working in Agile environments with backlogs, sprints, and user story refinement.

• Working knowledge of ITIL concepts and service management processes.

Certifications & Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications.

• ITIL Foundation or strong understanding of ITIL-based service management practices.

• Experience with request fulfillment, catalog development, and workflow automation.

• Knowledge of Service Portal and user experience best practices.

• Experience working with cross-functional teams including developers, product owners, and business stakeholders.

• Strong problem-solving mindset with the ability to break down complex requirements into structured, actionable steps.

Soft Skills

• Excellent stakeholder communication and facilitation skills.

• Strong analytical and critical thinking abilities.

• Detail-oriented with strong organizational and documentation skills.

• Collaborative mindset and ability to work in a fast-paced environment.

Skills

• ServiceNow

• Business Analyst

• ITSM

• ITIL

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