linkedin
ServiceNow ITSM Business Analyst
Zorba AI
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 months ago
ServiceNow ITSMBusiness analysisRequirements gatheringITILIncident ManagementProblem Management
Role Overview
Senior functional ServiceNow ITSM Business Analyst / Consultant acting as the bridge between business stakeholders and technical teams.
The role manages requirements from discovery through implementation and supports ServiceNow ITSM implementations and enhancements.
Key Skills for This Role
ServiceNow ITSMBusiness analysisRequirements gatheringITILIncident ManagementProblem Management
Full Job Posting
Role overview
Senior functional ServiceNow ITSM Business Analyst / Consultant acting as the bridge between business stakeholders and technical teams.
The role manages requirements from discovery through implementation and supports ServiceNow ITSM implementations and enhancements.
Responsibilities
- Gather and document requirements, conduct stakeholder workshops, map current and future processes, and identify gaps and automation opportunities.
- Produce BRDs, functional specifications, user stories, use cases, process flows, and acceptance criteria.
- Collaborate with developers, architects, QA, Product Owners, and business stakeholders; participate in Agile ceremonies.
- Coordinate SIT and UAT, defect resolution, retesting, and business sign-off; support releases, deployment validation, and hypercare.
- Deliver demonstrations, prepare process and training documentation, support end-user training, and recommend operational improvements.
Mandatory qualifications
- 10+ years of overall IT experience and 7+ years of relevant ServiceNow ITSM experience.
- Strong business analysis, requirements gathering, stakeholder management, and workshop facilitation experience.
- Hands-on functional knowledge of Incident, Problem, Change, Request, Service Catalog, Knowledge Management, and CMDB.
- Experience producing business and functional documentation and coordinating UAT and business sign-off.
- Strong ITIL knowledge, Agile/Scrum experience, and communication, analytical, and presentation skills.
Preferred skills
- ServiceNow CSA and ITIL Foundation / ITIL 4 certifications are preferred.
- CSDM, Service Portal, reporting, workflows, integrations, Flow Designer, enterprise transformations, and global stakeholder experience are preferred.
- Jira, Confluence, MS Visio, or similar BA tools are preferred.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career