Principal Business Process Analyst-ServiceNow

Key Responsibilities  

Job Summary:   In this role you will partner with individuals across the organization, at various levels, including divisional business teams, product owners, IT teams and ServiceNow team members (Service Delivery and Operations teams) to facilitate user story gathering and design sessions, and collaboratively define solutions that address key opportunities  

Key Responsibilities:  

Assist in the collection and documentation of business requirements.  

Translate business needs into functional specifications and process flows  

Identify gaps, inefficiencies, and opportunities for automation and optimization  

Owns HLD and LLD from functional standpoint however shall not be limited to only functional aspects alone and may extend further to business knowledge also.  

Conduct research and analysis to support business decision-making.  

Collaborate with stakeholders to identify and define project requirements.  

Support the development of project plans and timelines.  

Assist in the preparation of reports and presentations for management.  

Participate in meetings and provide input on business processes and improvements.  

Perform other duties as assigned by the Senior Business Analyst or Manager.  

Recommend continuous improvements leveraging ServiceNow’s evolving capabilities.  

Minimum   Qualifications:  

Bachelor’s degree in business administration , Information Technology, or a related field.  

8+   years of experience in a business analysis or related role.  

Familiarity with ServiceNow configuration, basics scripting , and integration capabilities.  

Strong functional experience in   Service   Portals /ESC   , Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks  

Good Understanding on ServiceNow foundational data and data models for more than 2 applications   

Good Understating of ServiceNow best practices.  

CSM   experience is must have.   SNOW CSM or Servicenow CSM  

MCO ( Manufacturing Commercial Operations) , APO (Accouns Payable Operations) , FSM (Field Service Management)   experience is a plus    

Skills:  

Good in building functional, technical specs, Presentation based on project scope, Process Flows based on Business processes   

Ability to manage multiple tasks and priorities.  

Basic knowledge of data analysis and reporting.  

Familiarity with project management software is a plus.  

Strong analytical and problem-solving skills.  

Excellent communication and interpersonal skills.  

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).  

Ability to work independently and as part of a team.  

High   understanding of business analysis methodologies and tools.  

Nice to Have  

Certification   ITIL Expert   or    ITIL   v3/v4 or   

Certifications on   ServiceNow CSA   and   Business Analyst   from other institutions  

Experience supporting   global enterprise environments .