Business Analyst - Pune, India

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.

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.

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

5–10 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

Summary

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

Bachelor’s Degree (Computer Science, Engineering, Information Systems or equivalent experience)

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (CIS)

ITIL Foundation

We actively support ongoing ServiceNow certification and professional development.

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

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.