70107-1

Req ID – 10618285

Job Title: Business Analyst

Location : HYDERABAD~HYDERABAD~PUNE

Skill Required: Digital : ServiceNow_Customer Service Management

Experience Range: 6-8

Key Responsibilities

Requirements & Stakeholder Management

Lead requirement‑gathering workshops with business, IT, and operational stakeholders.

Elicit, analyze, and document business and functional requirements in the form of user stories, BRDs/FRDs, and acceptance criteria.

Translate business needs (including non‑IT and operational use cases) into ServiceNow‑aligned functional designs.

Act as the primary point of contact for clarifications between business users and technical teams.

Process Design & ServiceNow Fitment

Define and document to‑be process flows for Incident, Major Incident, Problem, Change, Request, and Knowledge using ServiceNow best practices.

Support service definition, categorization models, priority matrices, and escalation paths

Configuration Support & Delivery Governance

Support backlog grooming, sprint planning, and prioritization activities.

Review configurations and workflows to ensure alignment with documented requirements.

Support integration requirements definition including data sources, mapping, and reporting expectations.

Ensure governance adherence including documentation standards, approvals, and sign‑offs.

Testing, UAT & Adoption

Define UAT strategy, create test scenarios and test cases.

Coordinate and support UAT execution with business users; manage defect triage and resolution tracking.

Support change management activities including user communications, training inputs, and go‑live readiness.

Assist with hypercare support and early‑life stabilization.

Reporting & Continuous Improvement

Define operational and management reporting requirements.

Support KPI definition and reporting for service operations and business outcomes.

Identify continuous improvement opportunities post‑implementation.

Required Skills & Experience

Strong understanding of ITIL processes: Incident, Problem, Change, Request, Knowledge.

Prior experience working on ServiceNow implementations (minimum 1–2 end‑to‑end projects).

Proven expertise in requirement documentation, user stories, process mapping, and acceptance criteria.

Strong stakeholder communication, workshop facilitation, and documentation skills.

Ability to translate business language into functional system requirements.