Business Analyst - ESM Application & Processes - ServiceNow

Job Description:

Role : Business Analyst - ServiceNow

Number of Positions : 1

Experience (in yrs) : 4-8 years

Role Description :

ServiceNow Business Solution Analyst will be part of the Information Management (IM) function. This position requires a deep technical & functional understanding of business processes and a proven ability to translate complex business requirements into scalable and effective ServiceNow solutions. The ideal candidate will be a strategic thinker and a skilled communicator, capable of driving value and efficiency through the ServiceNow platform.. In addition, the consultant should be experienced in stakeholder management to gather, analyze and launch requirements related to ITSM, Service Portal/Virtual Agent/Agent Workspace/Scoped Apps/HR Module etc .areas. The consultant will work in an international, distributed and multi-functional team; using an agile mindset and methodology.

Qualification :

Strong experience in requirement gathering, analysis, interactions with stakeholders on redefining the requirement in case of miss outs and converting functional requirements into technical for the developers to understand and implement

Deep technical & functional understanding of the ServiceNow platform and its various modules (e.g., ITSM, HRSD, CSM, ITOM, CMDB and Custom Applications).

Educated to 4-year degree level (or equivalent) in Information Technology

4+ years experience on this role or equivalent

Strong experience in Integrations with 3rd party tools using (REST API, web services, SOAP, email, MID, etc...).

Experience developing ServiceNow APIs, ServiceNow Workflows, UI Pages, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, UI Policies, Script Includes, Security Rules is a plus

ServiceNow administration experience.

ServiceNow Certified System Administrator (CSA) is highly desirable.

ITIL certified

Agile experience / trained / certified

Strong communications skills in multi-cultural environment

Experience & Competences:

Strong experience with ITSM, 3rd party Integrations, Service portal (any certification appreciated)

Experience with Agile/Scrum methodologies is essential, including participation in sprint planning, stand-ups, and retrospectives.

Experience in Virtual Agent/Agent Workspace/ (any certification appreciated)

Understanding over ServiceNow Now Assist / VA / NLU / GEN AI

Proven track record working in Agile

Advanced level of English & Basic level of French is plus

Team Work & Support spirit

Roles and Responsibilities:

Requirement Elicitation and Analysis:

Serve as the primary liaison between business stakeholders (e.g., IT, HR, Customer Service) and the technical development team

Conduct in-depth discovery workshops, interviews, and meetings to gather, analyze, and document complex business requirements

Lead discussions to challenge business assumptions and propose innovative solutions that align with ServiceNow best practices and out-of-the-box functionalities

Perform detailed gap analysis to identify discrepancies between current business processes and ServiceNow capabilities

Solution Design and Documentation:

Translate business needs into clear, concise, and actionable functional specifications, user stories, and process flows

Design and document a wide range of ServiceNow solutions, including new applications, modules, workflows, forms, and reports

Collaborate with ServiceNow architects and developers to ensure the proposed solution is technically feasible, scalable, and adheres to platform standards

Create comprehensive documentation, including process maps, use cases, and standard operating procedures (SOPs)

Implementation and Project Support:

Act as a subject matter expert on ServiceNow capabilities and best practices throughout the project lifecycle

Co-manage the product backlog with the Product Owner, prioritizing features and enhancements based on business value and technical dependencies

Assist in the configuration of ServiceNow applications and features

Lead User Acceptance Testing (UAT) sessions, coordinate with end-users, and obtain final sign-off on delivered solutions

Provide post-implementation support and ongoing analysis to identify areas for continuous improvement

Stakeholder Management and Communication:

Build and maintain strong, collaborative relationships with stakeholders at all levels of the organization

Effectively communicate project status, risks, and issues to both technical and non-technical audiences

Facilitate training sessions and knowledge transfer activities to ensure a smooth transition and user adoption of new solutions

Measures of success and outputs

The role will be measured by the following business measures:

Analyze and understand business technical & functional requirements description of matching products and technologies

Conduct in-depth discovery meetings, targeted at understanding, capturing and identifying the complex business requirements and operational objectives of the customer, with our recommendations on automation/Best practices & best solutions adapted to their needs

Develop a solid understanding of the customer's existing business and business processes ideally end-to-end, the key drivers and measures of success for the

Identify areas for improvement in business processes providing possible IT solutions compliant with our global strategy

Supports the different IT ESM Product Manager in the Product/Service Planning based on the customer requirements

Define & develop the required specification documents to be reviewed with stakeholders and Product team members

Serve as liaison between Product Management teams and technical resources during product

Follow the development and implement to ensure integrity of the solution delivered with Product’s team support.

Continuously look for opportunities to increase/optimize efficiency of operations.

The role will have the following key outputs:

Propose efficient implementation of features (simple and quick) according to ServiceNow platform (out of the box)

Identify and propose new features and technology to anticipate and support business strategy

A comprehensive and world class software capability on ServiceNow platform including ways of working, tools and center of excellence

Others :

Willingness to travel for long & short term to Europe

He/She shall be willing to work in European Shift Times (up to 10.30 PM IST in Summer and 11.30 PM IST in winter) and during weekends if situation demands.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus India Private Limited

Employment Type:

Permanent

Experience Level:

Professional

Job Family:

Digital

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