ServiceNow Business Analyst

ServiceNow Business Analyst

Location: Pune (On-Site – 4 Days Per Week + 1 WFH)

Ready to take your ServiceNow career beyond configuration and into real product impact?

At ESP Global Services, we don’t just implement ServiceNow — we build and evolve mission-critical, real-world solutions that keep global airports moving.

If you want to move beyond working in one catalogue or one phase of delivery, and instead gain end-to-end exposure across the ServiceNow ecosystem, this is your opportunity.

We’re looking for an experienced ServiceNow Business Analyst to join our Pune team and help shape customer outcomes across complex ServiceNow implementations — including our innovative AirportNow platform, a specialised ServiceNow-powered solution transforming airport IT operations worldwide.

This is an office-based role in Pune (5 days per week) and is ideal for professionals who are ready to grow fast, take ownership, and make visible business impact.

Why Join ESP Instead of a Larger Consulting Brand?

At many large organisations, ServiceNow professionals are often:

• Restricted to one module or catalogue
• Limited to delivery phases rather than full lifecycle exposure
• Removed from real end-user and customer environments

At ESP, you will:

• Work across multiple ServiceNow towers (ITSM, ITOM, CSM, FSM, HR, Knowledge & Catalogue)
• Gain exposure from design ? build ? deployment ? live operations
• Work on a real, patented product (AirportNow) — not just client projects
• Engage directly with customers and global stakeholders
• Accelerate your career through broader technical and business exposure

If your goal is to become a well-rounded ServiceNow professional or future architect, ESP is designed to support that journey.

What You’ll Be Doing

• Lead customer workshops and drive ServiceNow implementations from a strategic business perspective
• Capture business processes and translate them into scalable ServiceNow solutions
• Define improvement opportunities for efficiency, automation, and customer experience
• Own and manage business requirements and stakeholder priorities
• Perform impact analysis on existing processes and technology workflows
• Produce functional specifications, wireframes, and mock-ups for delivery teams
• Partner with technical teams to run demos and product walkthroughs
• Support test script creation, facilitate UAT, and secure client sign-off
• Contribute to solutions supporting mission-critical airport operations and passenger technology

What You Bring

• 4–7 years’ experience in Business Analysis or similar role
• Strong understanding of business process architecture (cloud / platform environments)
• Exposure to ServiceNow platform (preferred)
• Working knowledge of workflows such as ITSM, CSM, ITOM (desirable)
• Strong stakeholder facilitation and workshop leadership skills
• Excellent communication (written and verbal)
• Ability to thrive in fast-moving, global delivery environments
• Proactive mindset with strong customer focus

What Makes Someone Successful at ESP

You’ll thrive here if you:

• Want broad ServiceNow exposure, not just one module
• Want to understand how technology drives real operations
• Are curious about end-to-end service lifecycle
• Want faster career progression through hands-on experience
• Enjoy working close to customers and real-world use cases

Education & Certifications

Required:

• Bachelor’s Degree (Computer Science, Engineering, Information Systems or equivalent experience)
• ServiceNow Certified System Administrator (CSA)

Preferred:

• ServiceNow Certified Implementation Specialist (CIS)
• ITIL Foundation

We actively support ongoing ServiceNow certification and professional development.

What’s In It For You

• Competitive salary:
• Opportunity to gain multi-tower ServiceNow exposure
• Work on a global product used in live airport environments
• Sponsored learning and advanced ServiceNow certifications
• Exposure to international customers and projects
• High visibility and opportunity to influence solution design
• Collaborative, growth-focused culture where contributions are recognised

Location & Working Model

• Office-Based Role — Pune (5 Days Per Week)
• Candidates must be willing to work from the Pune office full-time
• Candidates relocating must have a plan to live within a commutable distance

Who We Are

ESP Global Services has delivered customised, 24/7 global IT support solutions since 1992. We support more than 200 customers worldwide through on-site engineering, global service desk operations, and specialist technology support.

Through our ServiceNow-powered solutions — including AirportNow — we are helping transform how airports manage IT services, passenger technology, and operational resilience.

We are a global community of talented professionals united by one vision:
To exceed expectations and delight customers every time.

ESP Global Services is proud to be an Equal Opportunity Employer.

Apply today and accelerate your ServiceNow career.