Job Description

ServiceNow Business Process Analyst/QA- CSM, FSM, MCO, APO Focused

Key Responsibilities

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, Testing and design sessions, and collaboratively define solutions that address key opportunities

Key Responsibilities:

• Requirements gathering, business analysis implementation, support and services of Development cycle (Agile Methodology, SAFe, Waterfall).
• Build Service now ATF’s and test cases and SOPs
• Mention ability to design regression test suites for upgrades and new releases.
• Show how business requirements are translated into functional test cases.
• Emphasize traceability: requirements → test cases → validation results.
• Position yourself as the bridge ensuring test cases align with business needs.
• Responsible for project goals and objectives, key process decisions and alignment with project stakeholders related to large projects, KPIs projections, tracking, and reporting for assigned initiatives
• Translate business needs into functional specifications and process flows
• Identify gaps, inefficiencies, and opportunities for automation and optimization
• Define and 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, Upgrade activities.
• 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 like defining SOP’s , Knowledge Articles, Training and Scope or other necessary artifacts.
• Recommend continuous improvements leveraging ServiceNow’s evolving capabilities.

Minimum Qualifications:

• Bachelor’s degree in business administration, Information Technology, or a related field.
• 4+ years of experience in business analysis or related role.
• Good Understanding with ServiceNow configuration, Basics scripting , and integration capabilities.
• Strong functional experience in ITSM, CMDB, Workflow/Flow designer, 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 (ITSM, CSM, HRSD, SPM)
• Good Understating of ServiceNow best practices.
• ITSM and CMDB experience is must have.
• CSM, ITOM, FSM experience is a plus
• Hands on experience in Reporting, PA and ATF or other testing tools is 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.
• Good 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 (Visio, 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
• Certifications on ServiceNow CSA and Business Analyst from other institutions
• Experience supporting global enterprise environments.