ServiceNow Business Analyst

We are seeking an experienced ServiceNow Business Analyst to support a digital service-management transformation in Chennai. You will work at the intersection of business and technology, helping to shape, document and deliver ServiceNow capabilities that improve request fulfilment, automate workflows and strengthen core IT service-management processes.

The role will focus on analysing requirements and supporting the implementation and enhancement of ServiceNow solutions across ITSM, ITOM, Discovery, CMDB, Knowledge and Service Catalogue. You will partner closely with business stakeholders, product and service owners, developers, architects and external integration partners to convert operational needs into clear, prioritised requirements and practical ServiceNow designs.

This is a delivery-focused contract role for a structured, proactive analyst who is comfortable working in a large-scale ServiceNow environment. You will bring strong workshop facilitation, stakeholder management and analytical capability, with enough technical understanding to work credibly with development teams on workflows, integrations, data quality and Agile delivery.

KEY RESPONSIBILITIES

You will lead business-analysis activity across ServiceNow implementation, enhancement and support workstreams. You will engage internal stakeholders to understand current processes, business needs and opportunities for digital transformation, then translate these into well-defined functional and non-functional requirements, user stories, process flows, acceptance criteria and delivery priorities.

You will facilitate workshops, interviews and working sessions with business and IT teams to map current-state processes and design future-state ServiceNow workflows. This will include request fulfilment, Service Catalogue items, automated and orchestrated workflows, and ITIL-aligned processes such as Request, Incident, Problem, Change and Knowledge Management.

You will work with ServiceNow developers, architects and integration teams to ensure requirements are clearly understood and feasible. You will support the analysis of platform configuration, out-of-the-box and custom workflows, user-interface and user-experience needs, and will help ensure that delivered solutions are usable, aligned with business objectives and appropriately documented.

You will support analysis and coordination of ServiceNow integrations with third-party systems and applications. You will help define interface requirements, data flows and acceptance criteria for REST and SOAP web services, JSON/XML payloads and related integration activity, ensuring that business, technical and operational dependencies are visible and managed.

You will support data-migration and CMDB data-management activity, helping to define data requirements, quality rules, validation criteria and business acceptance. You will work with technical teams to ensure that data from multiple sources is understood, reconciled where appropriate and maintained with a focus on quality, integrity and Configuration Management standards.

You will contribute to Agile Scrum delivery, maintaining requirements traceability and supporting backlog refinement, sprint planning, reviews and retrospectives. You will coordinate user acceptance testing (UAT), gather stakeholder feedback, validate solutions against agreed requirements and support the transition of ServiceNow capabilities into business-as-usual support.

You will maintain high-quality analysis and delivery documentation, including requirements, process maps, user stories, acceptance criteria, functional specifications, decisions, risks, issues and test evidence. You will communicate clearly with stakeholders at all levels, identifying risks, dependencies and opportunities for improvement throughout the delivery lifecycle.

MUST-HAVE SKILLS

ServiceNow Business Analysis and Requirements Management

CRITICAL
You have at least four years’ relevant experience as a Business Analyst, Product Owner or equivalent delivery professional supporting ServiceNow or enterprise service-management programmes. You can elicit, analyse, document and manage complex business and functional requirements, turning stakeholder needs into clear user stories, process flows, acceptance criteria and actionable delivery priorities.

ServiceNow ITSM and Service Management Processes

CORE
You have strong working knowledge of ServiceNow and IT service-management processes, particularly Request, Incident, Problem, Change and Knowledge Management. You understand how ServiceNow can support request fulfilment, Service Catalogue services and workflow automation, and can work with stakeholders to design processes that are practical, user-focused and aligned with operational needs.

ITOM, Discovery and CMDB Analysis

CORE
You understand the purpose and business value of ServiceNow ITOM, Discovery and CMDB capabilities. You can support the definition of data, process and reporting requirements; analyse dependencies between data sources and service-management processes; and contribute to data-quality and configuration-management activities in a large-scale environment.

Process Mapping, Catalogue and Workflow Design

CRITICAL
You are experienced in analysing current-state processes and facilitating future-state design. You can document workflows, business rules and Service Catalogue requirements, identify pain points and inefficiencies, and work with technical colleagues to ensure that configured or custom ServiceNow workflows deliver the intended business outcome.

Integrations and Technical Collaboration

CORE
You have sufficient technical understanding to work confidently with ServiceNow developers, architects and integration teams. You understand the role of REST and SOAP web services, APIs, JSON/XML and third-party interfaces, and can define business requirements, data flows and acceptance criteria for integration activity without needing to perform the development work yourself.

Data Migration, Data Quality and Configuration Management

REQUIRED
You have experience supporting data migration, data analysis or data-quality activity within technology transformation. You can help define data requirements and validation rules, support business acceptance and work with technical teams to maintain the integrity of data integrated into the CMDB or other ServiceNow capabilities.

Agile Delivery, Testing and Documentation

REQUIRED
You are familiar with Agile Scrum and can contribute effectively to iterative delivery, including backlog refinement, sprint planning and stakeholder reviews. You have experience coordinating or supporting UAT and can maintain clear, accurate documentation throughout the lifecycle, from requirements through testing and handover.

Stakeholder Engagement and Problem Solving

REQUIRED
You are an effective communicator and facilitator who can engage business stakeholders, technical teams and external partners. You bring strong analytical, problem-solving and decision-making skills, pay close attention to detail and can manage multiple priorities in a fast-paced, collaborative delivery environment.

GOOD TO HAVE – NOT A BLOCKER

• ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD) or a relevant ServiceNow micro-certification – beneficial for strengthening platform knowledge and credibility with delivery teams.
• ITIL Foundation certification or practical ITIL service-management experience – useful for supporting ITSM process analysis and service-management design.
• Experience with ServiceNow upgrades, platform enhancements or large-scale enterprise ServiceNow environments – valuable for understanding platform constraints, governance and release impacts.
• Familiarity with JavaScript, Glide, HTML, CSS, AngularJS, Bootstrap or jQuery – helpful for communicating with development teams and understanding the implications of configuration versus custom development.
• Experience of UI/UX requirements, prototyping or designing user-friendly Service Catalogue items – beneficial for improving user adoption and service experience.

WHY JOIN

This contract offers an opportunity to contribute to a substantial ServiceNow digital-transformation programme, supporting the delivery of workflow automation, service-management improvements, system integrations and stronger configuration-management capability. You will work across business and technology teams on solutions that directly improve how users request, manage and receive IT services.

Based in Chennai with a three-days-per-week onsite working model, the role provides exposure to a large-scale Agile ServiceNow environment and the chance to develop further expertise across ITSM, ITOM, Discovery, CMDB, integrations, data quality and Service Catalogue delivery.