Job Description

Job title – Manager GES DTS ServiceNow (SNOW - Business Analyst)

Location – Hyderabad, India

At dsm-firmenich we strive to achieve a world where you don’t have to choose between taste, texture, or health - and can enjoy it all. Our innovative ingredients, expertise, and solutions bridge the gap between the delicious, the nutritious, and the sustainable.

The ServiceNow Business Analyst is accountable for translating business needs, process requirements, and stakeholder priorities into clear, actionable requirements for the ServiceNow platform.This role ensures that ServiceNow enhancements, implementations, and platform changes are well defined, business aligned, user focused, and delivered in line with governance, SIAM operating models, and enterprise standards.

Acting as a bridge between business stakeholders, process owners, platform teams, architects, and delivery partners, the Business Analyst drives requirement quality, process clarity, adoption readiness, and successful delivery of ServiceNow capabilities.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your key responsibilities

1. Business Analysis & Requirements Management

• Partner with business stakeholders, process owners, product owners, and platform teams to capture and clarify business requirements for ServiceNow initiatives.
• Translate business needs into user stories, acceptance criteria, process flows, functional requirements, and backlog items.
• Ensure requirements are complete, testable, prioritized, and aligned with platform standards and out-of-the-box ServiceNow capabilities wherever possible.
• Support demand intake, impact assessment, scope definition, and change prioritization across ServiceNow modules.

1. Process Design & ServiceNow Solution Alignment

• Analyze current-state processes and support the design of future-state workflows on the ServiceNow platform.
• Work with architects and functional leads to ensure requirements are translated into practical, scalable, and maintainable ServiceNow solutions.
• Support solution design across modules such as ITSM, HRSD, CSM, SPM, CMDB, ITOM, GRC, Legal Service Delivery, and custom applications as applicable.
• Promote process simplification, standardization, automation, and reuse of platform capabilities.

1. Backlog, Delivery & Testing Support

• Maintain and refine the product backlog in collaboration with product owners, scrum teams, and delivery partners.
• Support sprint planning, backlog grooming, requirement walkthroughs, build clarifications, and functional reviews.
• Define and support test scenarios, UAT planning, defect triage, and business validation to ensure delivered solutions meet agreed requirements.
• Track requirement traceability from demand through design, build, testing, deployment, and adoption.

1. Governance, Controls & Change Readiness

• Ensure requirements and process designs comply with ServiceNow governance, security, data, audit, and compliance standards.
• Support impact assessments for platform changes, releases, integrations, and process changes.
• Prepare business stakeholders for adoption through process documentation, training inputs, communication support, and transition readiness activities.
• Identify risks, dependencies, open decisions, and requirement gaps early and drive timely resolution.

1. Reporting, Insights & Continuous Improvement

• Use ServiceNow data, reports, dashboards, and stakeholder feedback to identify improvement opportunities.
• Support continual service improvement initiatives focused on user experience, automation, operational efficiency, and service quality.
• Contribute to roadmap inputs by identifying recurring pain points, process bottlenecks, and value opportunities.
• Promote data-driven decisions and measurable business outcomes from ServiceNow delivery.

1. Stakeholder & Vendor Collaboration

• Build strong working relationships with business stakeholders, process owners, platform owners, architects, SIAM teams, and delivery partners.
• Facilitate workshops, requirement sessions, demos, and decision discussions with clear documentation and follow-through.
• Coordinate with system integrators and internal teams to clarify scope, resolve requirement questions, and validate delivery outputs.
• Act as a trusted functional advisor to stakeholders on ServiceNow process and requirement topics.

We bring

• A supportive environment where you’re empowered to grow and share your ideas.
• An inclusive and multicultural team with respect for everyone
• A dynamic work environment with many challenges that give you the possibility to work autonomously and with a team in finding the right solutions.

You bring

• 6+ years of experience as a Business Analyst, Functional Analyst, Product Analyst, or similar role in enterprise IT platforms.
• Strong experience working with ServiceNow implementations, enhancements, or platform operations.
• Good understanding of ITSM processes such as Incident, Request, Problem, Change, Knowledge, Service Catalog, and CMDB; exposure to HRSD, CSM, SPM, ITOM, GRC, or Legal Service Delivery is an advantage.
• Proven ability to write clear user stories, acceptance criteria, process flows, business requirements, and functional specifications.
• Experience working in Agile delivery models, sprint ceremonies, backlog management, UAT, and release support.
• Strong stakeholder management, workshop facilitation, documentation, analytical, and communication skills.
• Ability to balance business value, user experience, process standardization, governance, and delivery practicality.

About dsm-firmenich:

At dsm-firmenich, we don’t just meet expectations – we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere. And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future. Because real progress only happens when we go beyond, together.

Our application process:

Interested in this position? Please apply on-line by uploading your resume in English via our career portal (www. dsm-firmenich.com/careers).For further information, please contact Kanika Maloo, Talent Acquisition Partner (kanika.maloo@dsm-firmenich.com).

Inclusion, belonging and equal opportunity statement:

At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve. We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you. And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

Agency statement

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role