ServiceNow Technical Analyst

Job Title: ServiceNow Analyst

Location: India (Hybrid/Remote as applicable)

Experience: 3-5 Years

Position Summary

We are seeking a ServiceNow Analyst to support enterprise digital transformation initiatives leveraging the ServiceNow platform. The analyst will work closely with business stakeholders, Business Analysts, Solution Architects, Product Owners, and development teams to gather requirements, define solutions, support platform configuration, and ensure successful delivery of ServiceNow capabilities.

The ideal candidate should possess strong business analysis skills, ServiceNow platform knowledge, stakeholder management abilities, and experience working in Agile project environments.

Key Responsibilities

Business Analysis & Requirements Management

• Conduct workshops and discovery sessions with business and IT stakeholders.
• Gather, analyze, document, and validate business requirements.
• Translate business requirements into functional specifications and user stories.
• Maintain requirements traceability throughout the project lifecycle.
• Support backlog creation, refinement, and prioritization activities.

ServiceNow Platform Analysis

• Analyze and recommend ServiceNow-based solutions aligned with business objectives.
• Collaborate with architects and developers on solution design.
• Support configuration efforts across ServiceNow modules.
• Participate in platform enhancement and optimization initiatives.
• Assist in defining workflows, forms, catalogs, knowledge articles, and automation opportunities.

Project Delivery Support

• Participate in Agile ceremonies including sprint planning, reviews, and retrospectives.
• Coordinate with development, QA, integration, and business teams.
• Support defect triage, user acceptance testing (UAT), and release activities.
• Ensure solution alignment with business objectives and project scope.

Stakeholder Management

• Act as a liaison between business users and technical teams.
• Facilitate communication and decision-making across multiple stakeholder groups.
• Present functional designs, process improvements, and project updates to stakeholders.

Documentation & Governance

• Create and maintain:
  • Business Requirement Documents (BRDs)
  • Functional Requirement Documents (FRDs)
  • User Stories
  • Process Flows
  • As-Is and To-Be Process Maps
  • Test Scenarios
  • Training Documentation

Required Skills

ServiceNow

• Strong understanding of the ServiceNow platform.
• Experience with one or more ServiceNow modules:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • HR Service Delivery (HRSD)
  • Customer Service Management (CSM)
  • Service Portal
  • Workflow and Flow Designer

Business Analysis

• Requirements elicitation and management.
• Workshop facilitation.
• Process mapping and documentation.
• Stakeholder management.
• Agile delivery methodologies.

Tools

• ServiceNow Platform
• JIRA / Azure DevOps
• Microsoft Office Suite
• Visio / Lucidchart

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related discipline.
• 3-5 years of experience as a Business Analyst, Functional Analyst, or ServiceNow Analyst.
• Experience working on enterprise-scale ServiceNow implementations or enhancements.
• Strong communication and stakeholder engagement skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in any module.
• Agile/Scrum certification.
• Experience working in global delivery models.
• Exposure to Salesforce and enterprise integrations is a plus.

Success Metrics

• High-quality requirements and functional specifications.
• Timely delivery of user stories and acceptance criteria.
• Effective stakeholder engagement and workshop facilitation.
• Reduced requirement defects and rework.
• Successful UAT and business sign-off.