Service Now Business Analyst

Designation: Lead I - Business Analysis

Mandatory Skills: Servicenow,Itom,Itil,Cloud Infrastructure

Location: Hyderabad ( Primary Location )

Alternate Location : Bangalore, Chennai, Trivandrum

Experience: 5- 8 Yrs 

Job Summary:

We are seeking a highly skilled ServiceNow Business Analyst with a strong focus on IT Operations Management (ITOM) to support the successful design, implementation, and optimization of ITOM solutions within our ServiceNow platform. The ideal candidate will act as a liaison between business stakeholders and the technical team, translating business requirements into functional specifications with a deep understanding of ITOM modules like Discovery, Service Mapping, Event Management, and CMDB.

Key Responsibilities:

Business Analysis & Requirements Gathering • Engage with stakeholders across IT infrastructure, operations, and service delivery teams to gather and document business requirements related to ITOM. • Translate business needs into detailed functional specifications for ITOM modules including: o Discovery o Service Mapping o Event Management o CMDB o Cloud Management o Orchestration • Conduct workshops, interviews, and process walkthroughs to understand existing processes and pain points. ITOM Process & Functional Expertise • Define and document use cases, user stories, and acceptance criteria specific to ITOM capabilities. • Partner with solution architects and developers to ensure successful configuration and implementation of ITOM components. • Support CMDB data modeling, CI classification, and service dependency mapping to ensure accurate IT infrastructure representation. Platform Implementation & Testing Support • Participate in Sprint planning, backlog grooming, and demo sessions within an Agile framework. • Validate implemented features against business requirements and facilitate UAT (User Acceptance Testing). • Coordinate with QA teams to ensure comprehensive test coverage and defect resolution. Stakeholder Collaboration & Change Management • Serve as the bridge between business and technical teams, ensuring solutions meet operational needs. • Create training material and conduct knowledge sessions for end-users and operational teams. • Contribute to change management planning to support adoption of ITOM processes. Reporting & Continuous Improvement • Monitor KPIs and performance metrics to track the value delivered by ITOM implementations. • Recommend process improvements and platform enhancements to increase visibility, automation, and efficiency in IT operations.

Required Skills & Qualifications:

• 5+ years of experience in the ServiceNow ecosystem as a Business Analyst or Functional Consultant. • Minimum 3 years of hands-on experience with ITOM modules: Discovery, Event Management, and Service Mapping are mandatory. • Strong understanding of ITIL and ITOM concepts, CMDB structure, CI lifecycle, and infrastructure monitoring. • Working knowledge of networking, cloud infrastructure (AWS/Azure/GCP), and enterprise monitoring tools (like SolarWinds, Nagios, etc.). • Experience working in Agile/Scrum environments using tools like JIRA or Azure DevOps.

 Preferred Qualifications: • ServiceNow Certified System Administrator (CSA) – mandatory. • ServiceNow ITOM Fundamentals / Implementation Specialist – Discovery / Event Management – preferred. • ITIL v3/v4 Certification – preferred. • Experience integrating ITOM with external tools (e.g., monitoring tools, CMDB sync) is a strong advantage.

Soft Skills: • Strong analytical and critical thinking capabilities. • Excellent communication, documentation, and presentation skills. • Ability to lead workshops, influence stakeholders, and drive consensus on ITOM solutions. • Highly self-motivated with a passion for technology and process improvement.