Service Now Business Analyst- Senior Associate

Overview

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In technology leadership and strategy at PwC, you will focus on leading large technology teams and partnering with technology and business leaders across the enterprise for common goals, mutual responsibility, and accountability. You will own multiple aspects of the technology delivery cycle, lead executive stakeholder management, have large teams and a substantial fiduciary responsibility. Additionally, you will set and execute the domain strategy aligned with business goals, prioritisation, and demand.

Job Description

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  
  

ServiceNow Functional Consultant, you will drive requirements gathering,

process mapping, solution design, and delivery across multiple ServiceNow modules. You will support

assessment and implementations across various Service Management toolsets spanning ITSM, ITOM, HRSD,

CSM, ITAM and SPM working closely with architects, developers, and client stakeholders.

This role requires strong functional expertise, exceptional business analysis skills, and the ability to translate

complex requirements into scalable platform solutions.

Job Responsibilities

Business Analysis & Requirements Gathering

 Conduct workshops with SMEs, business teams, and IT stakeholders to understand needs, pain points,

and transformation goals.

 Translate requirements into user stories, functional specifications, acceptance criteria, and process

flow diagrams.

 Document current-state and future-state workflows, identifying opportunities for optimization.

Solution Design & Functional Delivery

 Support end-to-end functional design and configuration across all major ServiceNow modules,

Including

 ITSM: Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB

ITOM: Discovery, Service Mapping, Event Management, CMDB modeling

ITAM (HAM/SAM): Asset lifecycle workflows, license compliance, integrations

HRSD: Case management, lifecycle events, knowledge, onboarding

CSM: Omni-channel flows, case workflows, entitlements, SLAs

GRC/IRM: Risk, compliance, audit, policy management

SecOps: Vulnerability Response, Incident Response

SPM: Demand, project, resource, financial planning

 Ensure functional alignment with business requirements and platform best practices.

 Collaborate with technical teams to validate feasibility and solution design.

 While ServiceNow is the primary focus, exposure or experience with other ESM tools is desirable such

as: BMC Helix / Remedy, Jira Service Management, Ivanti Neurons / Cherwell, HP Service Manager, Other

ITSM/ESM solution

Platform Capabilities & AI Enablement

 Recommend And Apply ServiceNow AI Capabilities, Including

• Now Assist (GenAI) for summarization and content generation
• Predictive Intelligence for classification/clustering
• Virtual Agent & NLU for conversational flows
• AI Search to enhance user experience
  
  

 Identify opportunities for automation using Flow Designer, Process Automation Designer, and Integration

Hub.

Testing, Documentation & UAT Support

 Prepare test scenarios, functional test cases, and support UAT cycles.

 Document functional specifications, process flows, configuration guides, and SOPs.

 Ensure solutions meet quality, compliance, and governance requirements.

Client Engagement & Delivery Support

 Facilitate effective communication with clients, stakeholders, and global teams.

 Present designs, demos, and recommendations clearly and confidently.

 Support Agile ceremonies, including sprint planning, refinement, and retrospectives.

Required Skills & Experience

 4–8 years of total experience with 3+ years as a ServiceNow Functional Consultant or Business Analyst.

 Strong functional expertise across multiple ServiceNow modules (ITSM, HRSD, CSM, ITOM, ITAM, SPM).

 Strong ability to analyze complex business requirements and convert them into functional solutions.

 Experience in Agile/Scrum delivery models.

 Excellent communication, problem-solving, and stakeholder management skills.

 Understanding of ITIL, ITSM, ITAM, HR, customer service

Qualifications

 Bachelor’s degree in Technology, Computer Science, Engineering, Information Systems, or Business

Administration.

 MBA desirable (preferred specializations: Information Systems, Technology Management, Operations, or

Business Strategy).

 ServiceNow Certifications Such As

• CSA - Mandatory
• CIS – ITSM, CIS – HRSD, CIS – CSM, CIS – GRC, CIS – ITAM, CIS – ITOM, etc.
  
  

 ITIL 4 Foundation certification – Mandatory

 Exposure to other ESM platforms (e.g., BMC Helix, Jira SM, Ivanti, Cherwell) will be beneficial

 Prior experience working in consulting or global delivery environments.ails.