ServiceNow BA

Job Title : ServiceNow Business Analyst – (SME)

Location : Remote, India

Experience: 6–10+ years overall, including 4–7+ years in ServiceNow functional delivery

Role Overview

Bridge business needs and ServiceNow capabilities as our Functional SME. Own functional design, process optimization, and value realization across ServiceNow enterprise workflows. Deliver scalable solutions that drive business outcomes, governance, and operational excellence. Lead discovery with senior stakeholders in IT, HR, Security, Finance, and Operations, acting as their trusted advisor for transformative ServiceNow implementations.

Key Responsibilities

1. Serve as functional authority for ITSM (Incident, Problem, Change, Request), Service Catalog & Request Fulfillment, CMDB (functional aspects), and Knowledge Management.
2. Map and optimize end-to-end business processes on ServiceNow.
3. Establish and govern functional standards, policies, and best practices.
4. Collaborate with senior leaders to uncover pain points, KPIs, and goals.
5. Facilitate workshops, requirements sessions, and design reviews.
6. Deliver business impact analysis and tailored solution recommendations.
7. Lead discovery for business requirements, user stories, functional specs, and AS-IS/TO-BE process flows.
8. Translate needs into precise functional designs for technical teams.
9. Validate against objectives and platform capabilities.
10. Standardize and simplify processes across regions and units.
11. Leverage ITIL/service management best practices for quality gains.
12. Identify automation opportunities with defined ROI and efficiency metrics.
13. Develop change management and adoption strategies.
14. Define acceptance criteria, plan, and execute UAT.
15. Ensure compliance, audit, and governance alignment.
16. Design KPIs, dashboards, and success metrics.
17. Partner on business insights and track benefits realization/continuous improvement.
18. Align with Technical Admins/Developers, Enterprise Architecture, Security/Compliance, and Project Management.

Required Skills & Qualifications

1. Deep ServiceNow experience in ITSM workflows, Service Catalog/Request models, Knowledge/Case management, Employee Center, in addition to working in a domain separated instance in support of MSP delivery models.
2. Strong ITIL framework knowledge and proven process transformation success.
3. Mastery of BPMN modeling, requirements elicitation, user stories, backlog grooming, and UAT leadership.
4. Skill in converting business needs to platform-ready designs.
5. Executive presentation, facilitation, negotiation, and influence skills required

Preferred Qualifications

1. ServiceNow Certified Implementation Specialist with certifications in one or more of the following (ITSM/CSM/IRM,Employee Center,ITOM&ITAM).
2. ITIL v4 Foundation or higher.
3. CBAP, CCBA, or equivalent BA certification.
4. Enterprise transformation or large-scale ServiceNow programs experience is a must.