Servicenow Business Analyst

Mandatory Skills ServiceNow, CMDB, CSDM, ITSM, ITOM, ITAM, Platform Architecture, ITIL, ServiceNow Scripting, System Integrations, Business Analysis, Business Architecture, Stakeholder Management, Stakeholder Engagement, Mentoring, ServiceNow Platform

Shift 2pm to 10pm Shift (Hybrid)

Job Type - FTE

Experience – 6 to 10 years

Location – Bangalore, Hyderabad, Noida, Pune, Kolkata

Job Description

The ServiceNow Associate Business Architect works with business and technical stakeholders to translate strategic business needs into structured platform capabilities and roadmaps. You will support discovery workshops, map out business processes, promote standard out-of-the-box platform adoption, and minimize unnecessary customization. This is a mid-level advisory and solution-shaping role ideal for professionals with a blend of business analysis, process mapping, and foundational ServiceNow platform knowledge.

Roles & Responsibilities

• Strategy & Alignment
• Bridge Business and IT: Translate high-level business goals and operational challenges into clear platform requirements and functional designs.
• Promote Best Practices: Encourage standard platform adoption (out-of-the-box features) and help organizations avoid costly, complex customizations.
• Roadmap Support: Assist senior architects and product owners in defining capability roadmaps, requirement backlogs, and phased rollout plans.
• Workshops & Discovery
• Lead Stakeholder Engagement: Support or facilitate requirement-gathering workshops with cross-functional business units (e.g., HR, IT, Risk, Customer Service).
• Process Mapping: Document current-state (as-is) processes, identify gaps or inefficiencies, and design future-state (to-be) operational workflows within ServiceNow.
• Value Realization: Help define metrics and key performance indicators (KPIs) to measure business value and platform adoption after launch.
• Collaboration & Governance
• Trusted Advisor: Build collaborative working relationships with product managers, developers, and system administrators to ensure business intent is maintained during technical configuration.
• Governance Support: Assist in maintaining platform governance standards, data models, taxonomy, and operational hierarchies
• Soft Skills
• Communication: Exceptional verbal, presentation, and facilitation skills to lead discussions with diverse stakeholders.
• Analytical Thinking: Strong problem-solving skills with acute attention to detail when breaking down complex organizational workflows.
• Team Player: Ability to work collaboratively inside matrixed, multi-cultural, or global project teams
• Preferred Certifications:
  ServiceNow certifications (e.g., CSA, CIS-ITSM, CIS-HRSD, ITOM-Discovery, ServiceMapping).