Principal ServiceNow Engineer

Overview

Principal ServiceNow Business Analyst role bridging business needs with ServiceNow platform capabilities, focused on requirements, process improvement and functional solutions within the ServiceNow ecosystem.

What you'll do

• Lead requirements gathering sessions with business stakeholders to understand and document ServiceNow-related needs
• Translate business requirements into functional specifications, user stories, and acceptance criteria
• Serve as a ServiceNow functional SME, providing guidance on platform capabilities and best practices
• Perform gap analysis and recommend optimal solutions leveraging ServiceNow modules
• Plan and execute ServiceNow onboarding tasks for Cubic's Customer programs, ensuring consistency of process and technology adoption
• Collaborate with developers and technical teams to ensure accurate implementation of requirements
• Support configuration discussions and validate solutions to meet business expectations
• Drive process improvements across ITSM, ITOM, HRSD, and other ServiceNow modules
• Facilitate workshops, demos, and user training sessions to support adoption
• Define and execute UAT plans, ensuring business sign-off before production release
• Support audit activities related to Incident, Request, Change, and Asset management processes
• Maintain documentation, including business requirements, process flows, and solution designs
• Act as a liaison between business users, IT teams, and external vendors
• Participate in continuous improvement initiatives to enhance ServiceNow usage across the organization
• Comply with Cubic's Quality Management System, security, and HSE policies

What you'll need

• Bachelor's degree in Computer Science, Business Administration, or a related field
• 8+ years of experience as a Business Analyst with strong exposure to ServiceNow
• Proven experience in requirements gathering, stakeholder management, and process mapping
• Hands-on experience with ServiceNow modules such as ITSM, CMDB, CSDM, ITAM, HRSD, or ITOM
• Experience working on end-to-end ServiceNow implementations or enhancements
• Strong understanding of ITIL processes and frameworks
• Ability to perform gap analysis and recommend scalable solutions
• Experience working in Agile/Scrum environments
• Strong documentation skills (BRDs, FRDs, user stories, process flows)
• Good understanding of ServiceNow configurations and capabilities

Nice to have

• Technical depth in ServiceNow (a plus, not mandatory)
• Exposure to integrations and APIs
• ITIL Foundation Certification
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist (any module)

Details

• Location: Hyderabad, Telangana
• Business Unit: Cubic Transportation Systems
• Worker Type: Employee