Bangalore, Karnataka, India
Information Technology
Full-Time
Accolite
Overview
We are looking for a proactive and detail-oriented ServiceNow Business Analyst (ITSM) to join our team. The ideal candidate will have hands-on experience in ServiceNow modules, particularly IT Service Management (ITSM), and a strong understanding of business processes within IT operations. The candidate will act as a bridge between stakeholders and technical teams to gather, analyze, and translate requirements into effective ServiceNow solutions.
Key Responsibilities
Key Responsibilities
- Work closely with stakeholders, process owners, and technical teams to gather, document, and validate business requirements for ServiceNow initiatives.
- Analyze existing ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) and recommend improvements leveraging ServiceNow capabilities.
- Translate business requirements into functional and technical specifications for ServiceNow development.
- Collaborate with ServiceNow developers to ensure delivered solutions align with requirements and business goals.
- Conduct workshops and UAT sessions with business users to validate functionality and ensure successful implementation.
- Maintain a detailed understanding of ServiceNow modules, releases, and platform capabilities.
- Create and maintain documentation, including process flows, requirement traceability, and test cases.
- Support configuration reviews, defect management, and release coordination activities.
- Serve as the functional subject matter expert (SME) for ITSM processes within the ServiceNow platform.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 4–8 years of experience as a Business Analyst, with at least 3 years in ServiceNow ITSM.
- Strong understanding of ITIL processes and how they map to ServiceNow workflows.
- Hands-on experience with ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management.
- Experience in requirement gathering, process mapping, and functional documentation.
- Strong collaboration and communication skills to engage with cross-functional teams and stakeholders.
- Ability to translate business needs into clear, actionable technical requirements.
- Experience in working in an Agile / Scrum environment.
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – ITSM.
- Exposure to additional ServiceNow modules such as ITOM, CMDB, HRSD, or CSM.
- Experience with data analysis, reporting, or dashboard creation in ServiceNow.
- Basic knowledge of ServiceNow scripting or workflow configuration.
- Familiarity with integration projects involving ServiceNow and other enterprise systems.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- High attention to detail with a customer-centric approach.
- Ability to manage multiple priorities and meet tight deadlines.
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