Servicenow Business Analyst (itsm/itom)
- Capgemini
- 6 - 11 years
- Hyderabad
- 2 months ago
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Job Description
The ServiceNow Business Analyst will be responsible for gathering and analyzing business requirements, designing ServiceNow solutions, and ensuring effective implementation of ITSM and ITOM modules. This role requires close collaboration with stakeholders, developers, and process owners to deliver scalable and efficient ServiceNow solutions.
Key Responsibilities:
ITSM Focus:
- Analyze and document business requirements for Incident, Problem, Change, Request, and Knowledge Management.
- Conduct gap analysis between current and desired ITSM processes using frameworks like ITIL and Lean.
- Lead UAT and SIT testing, defect triaging, and documentation.
- Create training materials and conduct end-user training sessions.
- Support post-migration hyper-care and ongoing enhancements.
ITOM Focus:
- Collaborate on Discovery, Event Management, and Service Mapping processes.
- Gather infrastructure onboarding requirements (e.g., IPs, credentials).
- Translate business needs into technical specifications for ITOM modules.
- Participate in design and implementation of ITOM solutions.
- Conduct user acceptance testing and provide end-user support.
General Duties:
- Develop process diagrams, use cases, and user stories.
- Configure and customize ServiceNow workflows and scripts.
- Facilitate stakeholder communication and project coordination.
- Ensure alignment with ServiceNow best practices and governance standards.
Required Skills & Qualifications:
- Education: Bachelors in IT, Computer Science, or related field.
- Experience: 8+ years as a Business Analyst, with 3+ years on ServiceNow platform.
- Certifications:
- ServiceNow Certified System Administrator (CSA) Mandatory
- ITIL v3/v4 Foundation Preferred
- ServiceNow Implementation Specialist (CIS) Advantageous
- Agile/Scrum (CSM or PMI-ACP) Beneficial
- Technical Skills:
- Proficiency in ServiceNow scripting (JavaScript, Glide API)
- Strong understanding of ITIL/ITSM/ITOM processes
- Familiarity with Agile methodologies
If JD is matching to your profile kindly share updated resume on ga*****************a@ca******i.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Hyderabad
Keyskills: ITSM ServiceNow Business Analyst CMDB Itom Business Analysis
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