ServiceNow Business Analysis
- Capgemini
- 9 - 12 years
- Hyderabad
- 3 months ago
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Job Description
Your Role- Analyze current ITSM/ITOM processes, identify improvement areas, and gather enhancement requirements through stakeholder workshops and customer engagement.
- Define and document target-state processes and functional specifications aligned with ServiceNow modules like
- Collaborate with cross-functional teams (onshore/offshore), lead customer focus groups, and apply Agile/Scrum methodologies throughout the project lifecycle.
- Develop test strategies, participate in testing phases, and coordinate user acceptance testing to ensure solutions meet business requirements.
- Drive ongoing process/toolset enhancements, manage trade-offs within time/cost/quality constraints, and lead complex briefings with senior stakeholders.
Your Profile
- 9-12 years of enterprise IT experience with deep expertise in ServiceNow, focusing on business analysis for ITSM/ITOM processes including Incident, Change, Problem, Knowledge, and Service Catalogue modules.
- Skilled in capturing business requirements, analyzing as-is processes, and designing to-be workflows aligned with ITIL standards and organizational goals.
- Proven ability to lead customer workshops, focus groups, and stakeholder sessions. Experienced in Agile/Scrum methodologies, ensuring iterative delivery and continuous feedback.
- Strong understanding of ServiceNow platform capabilities including scripting components (Business Rules, UI Policies, Notifications) to support automation and process optimization.
- Hands-on experience in developing test strategies, executing functional testing, and coordinating user acceptance testing to ensure solutions meet business and compliance requirements.
What will you love working at Capgemini
- Work with the latest ServiceNow tools and practices aligned with its roadmap for innovative solutions.
- Collaborate with cross-functional teams including architects, business analysts, and client stakeholders.
Location - Hyderabad, Bangalore, Chennai , Pune
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Business AnalystEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Hyderabad+ View Contact
Keyskills: business analysis servicenow user acceptance testing scrum agile cmdb customer engagement servicenow tool process optimization customer focus problem management javascript change management functional testing itsm incident management itil
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