IN-Senior Associate_ ServiceNow Business Analyst _IN_IT_ Services CO_IFS_PAN India

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

In ServiceNow consulting at PwC, you will gain extensive experience in ServiceNow applications and assist clients in optimising operational efficiency through analysis, implementation, training, and support tailored to ServiceNow software.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary:

PwC is driving major change across technology including the building of a centralized model to deliver and manage technology services across the entire network of member firms. A career in PwC’s Technology and Security Operations, within Internal Firm Services, will provide opportunity to develop and support our global technology service delivery, both internally and externally. ServiceNow is the enterprise platform that enables Service Management at PwC. Using the ServiceNow platform, our team helps Internal Firm Services transform how they manage services to the business, and how the business manages services to our clients. If you are seeking an exciting career with the scope to grow your ServiceNow skills through major change on a global scale, then PwC Technology will empower you to do so.

Responsibilities:

What a Business Analyst does

A ServiceNow Business Analyst focuses on analysing, designing, and implementing business processes within the

ServiceNow platform. They bridge the gap between business needs and technical solutions, working with stakeholders

to gather requirements, document processes, and ensure successful implementation and optimization of ServiceNow

solutions. Their responsibilities include analysing business processes, translating requirements into actionable

specifications, collaborating on solution design, and supporting users during and after implementation.

• Conducting stakeholder interviews, workshops, and analysis of existing processes to understand business
  
  
  

needs.

• Documenting requirements, creating use cases, and developing process diagrams.
• Translating business needs into functional and technical specifications for ServiceNow development.
• Solution Design and Implementation:
• Collaborating with IT teams and stakeholders to design and implement ServiceNow solutions.
• Performing gap analysis and recommending solutions to optimize business processes within
  
  
  

ServiceNow.

• Ensuring alignment of solutions with business goals and objectives.
• Participating in testing and validation of delivered solutions.
• Ensure support items are rapidly triaged and managed
  
  
  

Building and maintaining positive relationships with stakeholders.

• Communicating effectively with stakeholders throughout the project lifecycle.
• Providing support and guidance to users during and after implementation.
• Identifying areas for improvement in business processes and recommending solutions using ServiceNow.
• Staying up-to-date with new ServiceNow releases and features to continuously improve solutions.
• Conducting audits to ensure proper tool usage and adherence to ITIL processes.
• Planning and prioritizing tasks using agile methodologies.
• Working with suppliers to prioritize requests and manage day-to-day operations.
• Providing timely status reports to project managers.
• Collaborate with other ServiceNow administrators and developers to develop effectively with a global focus
• Be diligent in maintaining consistency in code alignment across instances and in clean code in update sets
• Proactively identify system deficiencies in the ServiceNow instances and provide solutions to remediate
• Ensure that configuration is consistent across development, testing, and production environments.
  
  
  

Mandatory Skill Sets:

5+ years of experience working in a BA role for a ServiceNow Applications.

• 3+ years of experience as a ServiceNow administrator.
• Experience in transitioning technology from locally focused to centralized technology service organization.
• Experience with ITSM, ITBM, HRSD, Integration Hub or Service Portal modules within ServiceNow
• Understanding of RESTful Web Service and APIs.
• IT and Security management best practice (ITIL, COBIT, ISO standards).
• Experience developing workflows and supporting service technology teams
• Experience in developing solutions in JavaScript and Glide
  
  
  

Preferred Skill Sets:

Desired Certifications:

• ITIL Foundations Certification
• ServiceNow Developer Certification(s) Skills -
• Strong understanding of business analysis principles and methodologies.
• Proficiency in ServiceNow platform and its various modules (ITSM, ITOM, etc.).
• Experience with requirements gathering, documentation, and process modeling.
• Excellent communication, collaboration, and problem-solving skills.
• Familiarity with ITIL framework and best practices.
• Ability to work independently and as part of a team.
  
  
  

Years Of Experience Required:

5+ yrs

Education Qualification:

Bachelors

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor Degree

Degrees/Field Of Study Preferred:

Certifications (if blank, certifications not specified)

Required Skills

ServiceNow Platform

Optional Skills

Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Application Security, Communication, Configuration Management (CM), Creativity, Cybersecurity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Human Resources (HR) Consulting, Inclusion, Intellectual Curiosity, IT Change Management, Learning Agility, Optimism, Risk Compliance, Self-Awareness, ServiceNow Customer Service Management (CSM), ServiceNow Ticketing Tool, Teamwork, Well Being

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date