ServiceNow ITSM Business Analyst

Job Title – ServiceNow ITSM Business Analyst

Company – TCS (MEA)

Location – Riyadh, Saudi Arabia

Job type – Full time

About Us:

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.

A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world’s best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.

Job Description:

Experienced ServiceNow ITSM Business Analyst with strong functional expertise in ITSM

and ITIL best practices. The ideal candidate will work closely with customers to understand

business needs including UX requirements, identify pain points, perform gap analysis, and

drive enhancements across the ServiceNow ITSM platform. This role requires strong

stakeholder engagement skills, end-to-end requirement ownership, and the ability to

translate business needs into effective ServiceNow solutions with a focus on usability and

value realization.

Key Responsibilities

• Direct customer interaction for requirement gathering and analysis

• Pain point identification, gap analysis, and enhancement recommendations

• Drive ITSM process standardization, optimization, and automation

• Functional expertise in ServiceNow ITSM

• Service Catalog design, categorization, and prioritization

• UX / usability requirement collection for end users

• Create BRD, FSD, user stories, and acceptance criteria

• Support Agile delivery, UAT, and go-live activities

Required Skills

• 8+ years as ServiceNow ITSM Business Analyst

• Strong ITSM & ITIL functional knowledge

• Excellent stakeholder and customer-facing skills

• Experience with ServiceNow ITSM requirements, Service Catalog and UX

requirements

• Strong documentation and communication skills

Good to have: BMC Remedy to ServiceNow ITSM migration experience

Application Deadline: 21-May-2026

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