ServiceNow Business Analyst - Sales & Order Management

ServiceNow Business Analyst - Sales & Order Management

Location: India (Hybrid or Remote)

Salary: Up to 38 LPA

Type: Full-Time

Start Date: ASAP

About the Role

We are seeking an experienced ServiceNow Business Analyst to join a large-scale digital transformation programme focused on enhancing and deploying ServiceNow Sales & Order Management capabilities. This role is ideal for someone who thrives in complex enterprise environments, enjoys working with cross-functional teams, and has a strong understanding of order capture, fulfilment workflows, and ServiceNow best practices.

Key Responsibilities

• Lead detailed requirements gathering for ServiceNow SOM, including order capture, fulfilment orchestration, task decomposition, product models, and workflow automation.
• Translate business needs into clear user stories, acceptance criteria, process flows, and functional specifications.
• Collaborate with architects, developers, and product owners to ensure solution alignment with out-of-the-box ServiceNow functionality.
• Support configuration, testing, UAT, and deployment activities, ensuring seamless delivery and stakeholder alignment.
• Conduct gap analysis and identify opportunities for process optimisation across the order lifecycle.
• Facilitate workshops, playback sessions, and stakeholder discussions to validate requirements and solution design.
• Maintain documentation, traceability matrices, and ensure compliance with governance and delivery frameworks.

Essential Skills & Experience

• 3-6+ years of experience as a Business Analyst on ServiceNow implementations.
• Strong working knowledge of Sales & Order Management (SOM)
• Hands-on experience with service catalogues, product models, order configuration, and fulfilment processes.
• Proven ability to write high-quality BRDs, FRDs, user stories, process maps, and acceptance criteria.
• Strong stakeholder management skills with experience running workshops in large enterprise environments.
• Familiarity with integrations, data flows, and APIs within ServiceNow.
• Understanding of Agile delivery methodologies.

Nice-to-Have

• ServiceNow certifications (CSM, SOM, BA, CSA)
• Experience with CPQ, telecom order orchestration, or complex fulfilment ecosystems
• Exposure to global delivery models and cross-regional collaboration