Tower Lead - Process Consulting, ServiceNow (US)

Job Description: ServiceNow Business Analyst Job Title ServiceNow Business Analyst Experience 8-10 Years Location As per business requirement Role Summary The ServiceNow Business Analyst serves as the bridge between business stakeholders and technical teams, translating business requirements into scalable ServiceNow solutions. The role is responsible for process analysis, requirements gathering, solution design support, user story creation, testing coordination, and ensuring that ServiceNow implementations align with business objectives and ITSM best practices. ________________________________ Key Responsibilities Business Analysis & Requirements Management • Collaborate with business stakeholders to understand operational challenges and transformation objectives. • Conduct workshops, interviews, and requirement gathering sessions. • Document business, functional, and non-functional requirements. • Develop process maps, workflow diagrams, user stories, and acceptance criteria. • Analyze current-state and future-state processes to identify improvement opportunities. ServiceNow Solution Design • Work closely with ServiceNow Architects, Developers, and SMEs to design optimal solutions. • Translate business requirements into ServiceNow platform capabilities. • Support implementation across ITSM, ITOM, ITAM, HRSD, CSM, SPM, or CMDB modules. • Validate solution designs against business objectives and compliance requirements. Stakeholder Management • Act as the primary liaison between business units and technical teams. • Facilitate requirement review and sign-off sessions. • Manage stakeholder expectations and provide regular status updates. • Present recommendations and solution options to leadership teams. Testing & Deployment Support • Prepare test scenarios and UAT test cases. • Coordinate User Acceptance Testing (UAT) activities. • Verify implemented solutions meet business requirements. • Support production deployments and hypercare activities. Process Improvement & Governance • Identify automation opportunities and process optimization initiatives. • Drive adoption of ITIL and Service Management best practices. • Ensure compliance with governance, security, and audit requirements. • Support continuous service improvement initiatives through KPI analysis and reporting. Documentation & Training • Create business requirement documents (BRD), functional specifications, and process documentation. • Develop user guides and training materials. • Conduct knowledge transfer sessions for end users and support teams. ________________________________ Required Skills ServiceNow • Strong understanding of ServiceNow platform capabilities. • Experience with one or more modules: o ITSM o ITOM o ITAM o CMDB o HRSD o CSM o SPM (PPM) Business Analysis • Requirements elicitation and documentation. • Process mapping and workflow analysis. • Gap analysis and solution recommendation. • User story and backlog management. IT Service Management • Strong understanding of ITIL processes: o Incident Management o Problem Management o Change Management o Request Management o Knowledge Management o Asset Management Tools & Methodologies • Agile / Scrum • JIRA / Azure DevOps • Visio / Lucidchart • Microsoft Office Suite ________________________________ Required Qualifications • Bachelor\'s degree in Computer Science, Information Technology, Business Administration, or related field. • 6+ years of IT experience with at least 3+ years in ServiceNow Business Analysis roles. • Experience working in global enterprise environments. • Strong analytical, communication, and stakeholder management

Key Responsibilities Business Analysis & Requirements Management • Collaborate with business stakeholders to understand operational challenges and transformation objectives. • Conduct workshops, interviews, and requirement gathering sessions. • Document business, functional, and non-functional requirements. • Develop process maps, workflow diagrams, user stories, and acceptance criteria. • Analyze current-state and future-state processes to identify improvement opportunities. ServiceNow Solution Design • Work closely with ServiceNow Architects, Developers, and SMEs to design optimal solutions. • Translate business requirements into ServiceNow platform capabilities. • Support implementation across ITSM, ITOM, ITAM, HRSD, CSM, SPM, or CMDB modules. • Validate solution designs against business objectives and compliance requirements. Stakeholder Management • Act as the primary liaison between business units and technical teams. • Facilitate requirement review and sign-off sessions. • Manage stakeholder expectations and provide regular status updates. • Present recommendations and solution options to leadership teams. Testing & Deployment Support • Prepare test scenarios and UAT test cases. • Coordinate User Acceptance Testing (UAT) activities. • Verify implemented solutions meet business requirements. • Support production deployments and hypercare activities. Process Improvement & Governance • Identify automation opportunities and process optimization initiatives. • Drive adoption of ITIL and Service Management best practices. • Ensure compliance with governance, security, and audit requirements. • Support continuous service improvement initiatives through KPI analysis and reporting. Documentation & Training • Create business requirement documents (BRD), functional specifications, and process documentation. • Develop user guides and training materials. • Conduct knowledge transfer sessions for end users and support teams.

Required Skills ServiceNow • Strong understanding of ServiceNow platform capabilities. • Experience with one or more modules: o ITSM o ITOM o ITAM o CMDB o HRSD o CSM o SPM (PPM) Business Analysis • Requirements elicitation and documentation. • Process mapping and workflow analysis. • Gap analysis and solution recommendation. • User story and backlog management. IT Service Management • Strong understanding of ITIL processes: o Incident Management o Problem Management o Change Management o Request Management o Knowledge Management o Asset Management Tools & Methodologies • Agile / Scrum • JIRA / Azure DevOps • Visio / Lucidchart • Microsoft Office Suite ________________________________ Required Qualifications • Bachelor\'s degree in Computer Science, Information Technology, Business Administration, or related field. • 6+ years of IT experience with at least 3+ years in ServiceNow Business Analysis roles. • Experience working in global enterprise environments. • Strong analytical, communication, and stakeholder management skills. ________________________________ Preferred Certifications • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist (CIS) • ITIL Foundation V4 • Agile / Scrum Certification ________________________________ Key Competencies • Business Process Transformation • Stakeholder Management • Requirement Engineering • Problem Solving • Communication & Presentation Skills • Process Improvement • Leadership & Collaboration • Customer-Centric Thinking

Key Competencies • Business Process Transformation • Stakeholder Management • Requirement Engineering • Problem Solving • Communication & Presentation Skills • Process Improvement • Leadership & Collaboration • Customer-Centric Thinking