Job Title: Service Now Business Analyst

Location: Pune

About the Role

• We’re looking for a Service Now Business Analyst who can work closely with business teams, process owners, Platform Leaders and technical teams to improve how the organization uses the platform. You will gather requirements, document processes, support enhancements, and ensure that solutions delivered by developers and admins align with business needs and platform standards. This role requires strong understanding of Service Now modules, especially ITSM, ITAM and ITOM, along with the ability to translate business problems into clear, actionable work.

Key Responsibilities

• Meet with business stakeholders to understand needs, pain points, and improvement opportunities.
• Translate business requirements into clear user stories, functional specifications, and acceptance criteria.
• Support Agile delivery by participating in sprint planning, backlog refinement, stand‑ups, and reviews.
• Work with the Demand Management process to assess new requests, clarify scope, and help prioritize work.
• Review existing processes and recommend improvements, automation, or simplification.
• Work with developers and admins to ensure requirements are understood and implemented correctly.
• Support ITSM, ITAM, ITOM and other modules by reviewing workflows, forms, data structures, and access needs.
• Participate in design discussions and ensure solutions follow platform best practices.
• Assist with testing activities, including test case creation, UAT coordination, and validating delivered changes.
• Help maintain data quality across key tables, including CMDB, ITSM, and asset‑related records.
• Document process flows, configuration changes, and platform updates in a clear and consistent format.
• Support catalog item improvements, workflow updates, and small enhancement requests.
• Work with cross‑functional teams to manage the backlog, prioritize work, and track progress.
• Assist with communication, training, and rollout of new features or process changes.
• Ensure platform changes align with governance, naming standards, and long‑term architectural direction.

Core Skills & Knowledge

• Strong understanding of Service Now ITSM and HAM/SAM fundamentals.
• Ability to create clear process flows, requirements documents, and user stories.
• Familiarity with catalog items, workflows, notifications, and basic platform configuration.
• Understanding of tables, forms, roles, ACLs, and how data moves through the platform.
• Awareness of scripting concepts (Business Rules, Client Scripts, Flow Designer) to communicate effectively with developers.
• Understanding of integrations, Scripted REST APIs, and data exchange concepts at a functional level.
• Good knowledge of ITIL processes and how they map to Service Now.
• Experience working in Agile or hybrid delivery models.
• Ability to support Demand Management, including intake, scoping, and prioritization.
• Strong analytical and problem‑solving skills.
• Comfortable working with both technical and non‑technical teams.

Qualifications

• 5-7 years of experience as a Business Analyst, preferably with Service Now exposure.
• Experience working with ITSM, ITAM, or other Service Now products.
• Strong communication and documentation skills.
• Experience with Agile ceremonies and backlog management.
• Familiarity with Demand Management or similar intake processes.
• Recognized BA certifications such as:

CBAP (Certified Business Analysis Professional)

CCBA (Certification of Capability in Business Analysis)

PMI‑PBA (Professional in Business Analysis)

IIBA‑AAC (Agile Analysis Certification)

• Service Now CSA or ITIL certification is a plus.

Ability to manage multiple requests and work in a fast‑paced environment.