ServiceNow Business Analyst

ServiceNow Business Analyst

Location: Pune (On-Site – 4 Days Per Week + 1 WFH)

Ready to take your ServiceNow career beyond configuration and into real product impact?

At ESP Global Services, we don’t just implement ServiceNow — we build and evolve mission-critical, real-world solutions that keep global airports moving.

If you want to move beyond working in one catalogue or one phase of delivery, and instead gain end-to-end exposure across the ServiceNow ecosystem, this is your opportunity.

We’re looking for an experienced ServiceNow Business Analyst to join our Pune team and help shape customer outcomes across complex ServiceNow implementations — including our innovative AirportNow platform, a specialised ServiceNow-powered solution transforming airport IT operations worldwide.

This is an office-based role in Pune (5 days per week) and is ideal for professionals who are ready to grow fast, take ownership, and make visible business impact.

Why Join ESP Instead of a Larger Consulting Brand?

At many large organisations, ServiceNow professionals are often:

• Restricted to one module or catalogue
• Limited to delivery phases rather than full lifecycle exposure
• Removed from real end-user and customer environments

At ESP, you will:

• Work across multiple ServiceNow towers (ITSM, ITOM, CSM, FSM, HR, Knowledge & Catalogue)
• Gain exposure from design ? build ? deployment ? live operations
• Work on a real, patented product (AirportNow) — not just client projects
• Engage directly with customers and global stakeholders
• Accelerate your career through broader technical and business exposure

If your goal is to become a well-rounded ServiceNow professional or future architect, ESP is designed to support that journey.

What You’ll Be Doing

• Lead customer workshops and drive ServiceNow implementations from a strategic business perspective
• Capture business processes and translate them into scalable ServiceNow solutions
• Define improvement opportunities for efficiency, automation, and customer experience
• Own and manage business requirements and stakeholder priorities
• Perform impact analysis on existing processes and technology workflows
• Produce functional specifications, wireframes, and mock-ups for delivery teams
• Partner with technical teams to run demos and product walkthroughs
• Support test script creation, facilitate UAT, and secure client sign-off
• Contribute to solutions supporting mission-critical airport operations and passenger technology

What You Bring

• 4–7 years’ experience in Business Analysis or similar role
• Strong understanding of business process architecture (cloud / platform environments)
• Exposure to ServiceNow platform (preferred)
• Working knowledge of workflows such as ITSM, CSM, ITOM (desirable)
• Strong stakeholder facilitation and workshop leadership skills
• Excellent communication (written and verbal)
• Ability to thrive in fast-moving, global delivery environments
• Proactive mindset with strong customer focus