Servicenow Business Analyst

Position

Location

Who are we?

Krones Digital Solutions India (KDSI) is a subsidiary of the Krones Group and is a part of the Krones.Digital community. The Krones Group, headquartered in Neutraubling, Germany, plans, develops, and manufactures machines and complete lines for the fields of process technology, bottling, and packaging, plus intralogistics and recycling. Every day, millions of bottles, cans and containers are "processed" in Krones lines - in alcoholic and non-alcoholic beverage industries, dairy and liquid food industry as well as in the chemical, pharmaceutical and home & personal care industries. It is quite likely that the bottle of water, cola or juice in your hand is manufactured in one of the Krones lines!! Krones Digital Solutions India is created as of 2023 to be the Technology Competence Centre for Krones, focusing on developing software solutions for the Internal organization as well as for the customers of Krones Global.

Who are we looking for?

Krones Digital Solutions India (KDSI) is looking for a ServiceNow Business Analyst to work with Krones AG Group entities and partner stakeholders. The Consultant will analyze and document business requirements, design efficient and scalable solutions, including workflows, integrations and customizations and lead the implementation of ServiceNow ITSM modules, with opportunities to drive initiatives across ITOM, SPM, HRSD and other ServiceNow product areas. The role will directly report to Head of ServiceNow, KDSI and will be based in Bangalore.

What are you in for? (Roles and responsibilities)

Your responsibilities would include but are not limited to the below: -

• Perform business analysis tasks such as stakeholder interviews, requirement elicitation and documentation of business needs.
• Consult with sponsors and stakeholders, presenting solution options with pros, cons, and risks and offering strategic insights.
• Facilitate workshops and customer meetings to gather input, present ideas and guide discussions.
• Gather and analyze business requirements and create detailed documentation, including process flows, gap analyses and functional specifications.
• Lead the definition and deployment of future-state processes and ServiceNow solutions aligned with best practices.
• Design scalable and efficient solutions, including workflows, integrations and customizations across ITSM, ITOM, SPM, HRSD and other ServiceNow modules.
• Write and refine user stories and acceptance criteria to ensure they are clear, concise and actionable.
• Conduct user story mapping sessions to visualize and plan product features and enhancements.
• Collaborate with the ServiceNow CoEI team within the Krones AG Group and other departments to ensure alignment and successful delivery.
• Work closely with Product Owners to prioritize the backlog and ensure alignment with business goals.
• Actively participate in Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews and retrospectives.
• Maintain strong communication with clients and team members throughout the project lifecycle.
• Conduct demos, deliver end-user training and provide ongoing support to drive continuous process improvement.
• Provide mentorship and training to other team members to build internal capabilities.

What are we looking for? (Experience/Qualifications/Skillsets/Must-haves)

Qualifications:

• Bachelors degree in engineering/computer science/mathematics/physics or a comparable qualification with 10 - 14 years of total experience and 6 - 8 years of relevant ServiceNow experience.

Must haves

ITSM Module Experience

• Incident Management

• Problem Management

• Change Management

• CMDB

• Request Management

• Release Management
• Asset Management

ITOM Module Experience

• Discovery

• Service Mapping

• CMDB/CSDM

SPM Module Experience

• Demand Management
• Project Management
• Portfolio Management
• Financial Planning
• Resource Planning

HRSD Module Experience

• Case Management
• Knowledge Management
• Virtual Agent

Skillsets:

• ServiceNow Expertise: Hands-on experience with ITSM, ITOM, SPM, HRSD modules (any two or more)
• Business Analysis: Requirement gathering, process mapping, gap analysis, user stories
• Agile Delivery: Strong understanding of Scrum, backlog management and sprint planning
• Communication: Clear articulation of technical concepts to business stakeholders
• Collaboration: Cross-functional teamwork with CoE, developers and product owners
• Tools: ServiceNow, JIRA, Confluence, MS Office
• Training & Support: End-user training, documentation and post-go-live support
• Consulting Mindset: Problem-solving, stakeholder engagement and solution-oriented thinking
• Certifications: Certified ServiceNow System Administrator (CSA) -

  Must have