Business process Analyst-ServiceNow
Core
Partner with business teams and IT to gather requirements, design solutions, and optimize ServiceNow processes for CSM, FSM, MCO, and APO domains.
Role type
Senior Business Process Analyst (ServiceNow)
Builds
Functional specifications, process flows, and optimized ServiceNow configurations for Service Delivery and Operations teams.
Domain
IT Service Management (ITSM) / Enterprise Software
Required skills
ServiceNow configuration, functional analysis, process flow design, requirements gathering, HLD/LLD creation, stakeholder collaboration, data analysis, reporting, Microsoft Office Suite
Preferred skills
ServiceNow scripting, integration capabilities, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks, CSM, MCO, APO, FSM experience, ITIL Expert certification, ServiceNow CSA certification
Technologies
ServiceNow, Microsoft Office Suite
Responsibilities
Collect and document business requirements, translate needs into functional specs and process flows, identify automation opportunities, own HLD and LLD from a functional standpoint, conduct research for decision-making, support project planning, prepare reports and presentations, recommend continuous improvements.
Seniority
Senior, hands-on IC