ServiceNow Business Analyst

Role- ServiceNow Business Analyst

Experience- 7-12yrs

Location- Hyderabad/Chennai

Shift- 3PM-12AM

Work Mode- Hybrid

Job Title: ServiceNow Business Analyst

Job Description:

We are seeking a highly skilled and experienced ServiceNow Business Analyst with a strong background in project management. This role will be instrumental in bridging the gap between business needs and technical solutions within the ServiceNow platform. The ideal candidate will possess deep functional knowledge across key ServiceNow modules, including ITSM, ITOM, ITAM, and SPM, and will be responsible for leading projects from requirements gathering through successful implementation, ensuring alignment with Highmark Health's strategic objectives.

Roles & Responsibilities:

1. Business Analysis & Requirements Management:

Serve as the primary liaison between business stakeholders, IT teams, and ServiceNow developers to gather, analyze, and document business requirements.

Conduct workshops, interviews, and detailed analyses to understand current processes, identify pain points, and define future state solutions within ServiceNow.

Translate complex business requirements into clear, concise, and actionable functional and technical specifications for ServiceNow developers.

Create user stories, use cases, process flows, mock-ups, and other documentation to support the design and development phases.

Ensure requirements are aligned with ServiceNow best practices and platform capabilities across various modules (ITSM, ITOM, ITAM, SPM).

2. ServiceNow Module Expertise:

ITSM (IT Service Management): Deep understanding of Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management. Able to optimize workflows and processes.

ITOM (IT Operations Management): Familiarity with Discovery, Service Mapping, Event Management, and Operational Intelligence. Understands how these modules support proactive IT operations.

ITAM (IT Asset Management): Knowledge of Hardware Asset Management (HAM) and Software Asset Management (SAM) lifecycles, including procurement, deployment, usage, and disposal.

SPM (Strategic Portfolio Management) / PPM (Project Portfolio Management): Experience with Project & Portfolio Management, Demand Management, Resource Management, Financial Management, and Agile Development within ServiceNow.

3. Project Management:

Lead and manage ServiceNow implementation and enhancement projects from initiation to closure, adhering to Highmark Health's project methodologies (Agile/Scrum preferred).

Develop and manage project plans, scope, timelines, budgets, and resources.

Facilitate project meetings, track progress, identify risks, and proactively manage issues to resolution.

Communicate project status, challenges, and successes to stakeholders at all levels.

Ensure successful delivery of solutions that meet business requirements and quality standards.

4. Solution Design & Testing:

Collaborate with technical teams to design optimal ServiceNow solutions that leverage out-of-the-box functionality while meeting specific business needs.

Develop test plans, test cases, and coordinate user acceptance testing (UAT) to ensure solutions meet documented requirements and quality standards.

Provide training and support to end-users and administrators post-implementation.

5. Continuous Improvement & Governance:

Actively contribute to the continuous improvement of ServiceNow processes, configurations, and best practices.

Assist in defining and enforcing ServiceNow governance standards, ensuring data integrity and system stability.

Stay current with ServiceNow platform updates, new features, and industry trends to recommend strategic improvements.

Experience:

5+ years of experience as a Business Analyst, with at least 3 years focused specifically on the ServiceNow platform.

Proven experience leading and managing IT projects, preferably within a ServiceNow context.

Demonstrated functional expertise across multiple ServiceNow modules, including:

o ITSM: Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge.

o ITOM: Discovery, Service Mapping, Event Management (functional understanding required).

o ITAM: Hardware Asset Management (HAM), Software Asset Management (SAM).

o SPM/PPM: Project, Demand, Resource, Financial Management.

Strong understanding of ITIL principles and their application in service delivery.

Experience working in Agile/Scrum development environments.

Proficiency with project management tools (e.g., Jira, Azure DevOps, or ServiceNow's SPM).

Preferred Qualifications:

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Implementation Specialist (CIS) in one or more relevant modules (e.g., ITSM, SAM, Discovery).

Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification.

Experience with other ServiceNow products like GRC, HRSD, CSM, or Security Operations.

Familiarity with reporting and dashboarding within ServiceNow.

Skills & Abilities:

Exceptional analytical, problem-solving, and critical thinking skills.

Superior communication (written and verbal), presentation, and interpersonal skills.

Strong ability to facilitate discussions, negotiate, and build consensus among diverse stakeholders.

Excellent organizational and time management skills, with the ability to manage multiple priorities effectively.

Proactive, self-motivated, and results-oriented with a strong commitment to quality.

Ability to translate technical concepts into business terms and vice versa.