BA - Servicenow HRSD - BI-IFGGB

Job Description Business Analyst (HRSD & ITSM) | ServiceNow

Role Overview: We are looking for a skilled Business Analyst with strong experience in ServiceNow HR Service Delivery (HRSD) and IT Service Management (ITSM)to bridge business requirements with platform capabilities, drive process improvements, and support successful solution delivery.

Key Responsibilities:

• Gather, analyse, and document business requirements for HRSD and ITSM initiatives.
• Conduct stakeholder workshops and translate business needs into functional specifications / user stories.
• Work closely with product owners, architects, and development teams on solution design and implementation in ServiceNow.
• Configure / support workflows related to Case Management, Knowledge Management, Employee Centre, Catalogue Items, Incident, Request, Problem, and Change Management.
• Perform gap analysis and recommend process optimization aligned with best practices.
• Support UAT, training, release planning, and deployment activities.
• Create process flows, BRDs/FRDs, test cases, and business documentation.
• Ensure integration and alignment between HRSD and ITSM processes where applicable.

Required Skills:

1. 5+ years as Business Analyst, with hands-on experience in ServiceNow HRSD and ITSM.
2. Strong understanding of HR case management, employee workflows, incident/request lifecycle, SLAs, and service catalogs.
3. Experience in Agile / Scrum delivery model.
4. Excellent stakeholder management and communication skills.
5. Ability to translate business requirements into platform-ready functional requirements.
6. Familiarity with integrations, reporting, dashboards, and automation capabilities in ServiceNow.

Preferred:

• ServiceNow Certifications (CSA / CIS-HRSD / CIS-ITSM).
• Experience in enterprise digital transformation programs.

I request you to kindly share the following details with me along with the updated resume on [email removed] I will connect with you shortly:

• Total Experience:
• Relevant Experience in HRSD and ITSM?:
• Alternate contact no:
• Current Payroll Company? :
• CTC:
• Expected CTC:
• Notice Period(Official):
• Last Working Day (If applicable):
• Counteroffer in Hand:
• Comfortable with Bangalore/ Gurgaon /Chennai Location in hybrid:
• Are you comfortable working on Hybrid mode? Yes /No
• Please share your lwd ss/acceptance from HR