Business process Analyst-ServiceNow

Overview

Senior Business Process Analyst focused on ServiceNow CSM, FSM, MCO and APO, partnering with divisional business teams, product owners, IT teams and ServiceNow Service Delivery and Operations teams to gather user stories and define solutions.

What you'll do

• Assist in the collection and documentation of business requirements.
• Translate business needs into functional specifications and process flows.
• Identify gaps, inefficiencies, and opportunities for automation and optimization.
• Own HLD and LLD from a functional standpoint, extending to business knowledge where needed.
• Conduct research and analysis to support business decision-making.
• Collaborate with stakeholders to identify and define project requirements.
• Support the development of project plans and timelines.
• Assist in the preparation of reports and presentations for management.
• Participate in meetings and provide input on business processes and improvements.
• Perform other duties as assigned by the Senior Business Analyst or Manager.
• Recommend continuous improvements leveraging ServiceNow's evolving capabilities.

What you'll need

• Bachelor's degree in business administration, Information Technology, or a related field.
• 8+ years of experience in a business analysis or related role.
• Familiarity with ServiceNow configuration, basic scripting, and integration capabilities.
• Strong functional experience in Service Portals / ESC, Virtual Agentic AI, Predictive Intelligence, Workspace, and Process Automation playbooks.
• Good understanding of ServiceNow foundational data and data models for more than 2 applications.
• Good understanding of ServiceNow best practices.
• CSM experience is a must have.
• Good at building functional and technical specs, presentations based on project scope, and process flows based on business processes.
• Ability to manage multiple tasks and priorities.
• Basic knowledge of data analysis and reporting.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• High understanding of business analysis methodologies and tools.

Nice to have

• MCO, APO and FSM experience.
• Familiarity with project management software.
• ITIL Expert or ITIL v3/v4 certification, or ServiceNow CSA and Business Analyst certifications from other institutions.
• Experience supporting global enterprise environments.

Details

• Location: Bangalore, Karnataka, India (EDC).