Specialist, ServiceNow Business Analyst

Overview

Business Analyst for ServiceNow Development in MSD's enterprise technology division, acting as the primary liaison between business stakeholders and technical engineering teams to deliver scalable ServiceNow digital workflows.

What you'll do

• Lead requirement gathering and design small group workshops with business stakeholders to understand ServiceNow enhancement opportunities and business process pain points, and document end-to-end business requirements.
• Translate business requests into structured user stories, clear acceptance criteria, and technical specifications that ServiceNow developers can code from.
• Actively manage and prioritize the ServiceNow backlog, collaborating closely with the Product Owner during sprint planning, backlog grooming, and retro sessions.
• Analyze and map current-state workflows, identifying areas for optimization and proposing future-state designs that leverage ServiceNow out-of-the-box (OOTB) capabilities over custom code.
• Ensure all proposed solutions align with internal security, compliance, and platform architecture standards.
• Monitor industry trends and upcoming ServiceNow release features to recommend continuous improvement initiatives.
• Define testing strategies and compile comprehensive test scenarios to validate that developed features meet all defined acceptance criteria.
• Facilitate and oversee User Acceptance Testing (UAT) with business stakeholders, acting as the first line of triage for defects and functional feedback.
• Ensure all development artifacts and system changes are thoroughly documented for future reference and compliance audits.
• Create, maintain, and publish user guides, knowledge articles, and training materials to support successful platform adoption.
• Assist with post-deployment support and gather user feedback to inform future development cycles.

What you'll need

• Bachelor's degree in business administration, Information Systems, Computer Science, or a related field.
• Minimum of 3 to 5 years of experience as an IT Business Analyst, with at least 2 years of dedicated focus supporting ServiceNow platform implementation, development, or migrations.
• Proven hands-on experience working within Agile/Scrum frameworks, including deep familiarity with backlog management tools (e.g., Jira, Confluence, ServiceNow Agile 2.0).
• Strong foundational understanding of core ServiceNow modules (such as ITSM, ITOM, HRSD, or CSM) and how they integrate with wider enterprise ecosystems.
• Outstanding analytical and problem-solving skills, with a proven ability to map, optimize, and simplify complex business processes.
• Exceptional verbal and written communication skills, with the ability to translate technical jargon into clear business value for stakeholders of all levels.

Nice to have

• ServiceNow Certified System Administrator (CSA) certification.
• Knowledge of Hardware Asset Management, Software Asset Management, Operational Technology and CSDM.
• Certified Scrum Master (CSM) or Professional Scrum Product Owner (PSPO) credential.

Details

• Location: Hyderabad (Hitec City Raidurg), India.
• Flexible work arrangement: Hybrid.
• Travel: No travel required.
• Visa sponsorship: No.
• Relocation: Domestic.
• Employee status: Regular.