ServiceNow Business Analyst

ServiceNow Business Analyst | Bangalore (Hybrid) | Experience: 12 years (ServiceNow-focused)

Role Summary

Lenovo India is looking for a ServiceNow Business Analyst to act as the bridge between business teams and technical developers. This role requires strong functional knowledge of ServiceNow ITSM, CSM, and ServiceBridge , along with the ability to gather requirements, design scalable solutions, and manage end-to-end documentation.

Key Responsibilities

Requirements Gathering & Analysis

• Work with stakeholders, SMEs, and end-users to capture and analyze business requirements.
• Document user stories, use cases, process flows, and functional/non-functional requirements.

ServiceNow Expertise

• Apply strong functional understanding of ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case, Portal, Knowledge).
• Support integrations and inter-instance communication using ServiceBridge .
• Translate business needs into technical specifications and solution mock-ups.

Documentation & Governance

• Create and maintain detailed documentation: FSDs, configuration decisions, process guides, As-Is/To-Be flows, and system docs.
• Ensure documentation is organized, version-controlled, and up to date.

Solution Design & Testing

• Collaborate with architects and developers to propose best-practice, OOB-aligned solutions.
• Develop test plans and scripts; coordinate and support UAT to validate delivered features.

Training & Support

• Prepare and deliver training materials for end-users and administrators.

Required Skills & Qualifications

• 12 years of experience as a Business Analyst in the ServiceNow platform .
• Strong functional knowledge of ITSM and CSM modules.
• Exposure to ServiceBridge integrations (highly desirable).
• Excellent documentation, analytical, and process-mapping skills (BPMN preferred).
• Strong verbal and written communication skills.
• Degree in IT, Computer Science, Business Administration, or related field.

Preferred Qualifications

• ServiceNow CSA certification.
• ServiceNow CIS (ITSM or CSM) certification.
• Experience working in Agile/Scrum environments.
• Familiarity with Jira and Confluence .