ServiceNow Business Analyst – SME
Astreya
full-time
Posted on:
Location Type: Remote
Location: India
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Tech Stack
About the role
- Bridge business needs and ServiceNow capabilities as our Functional SME.
- Own functional design, process optimization, and value realization across ServiceNow enterprise workflows.
- Deliver scalable solutions that drive business outcomes, governance, and operational excellence.
- Lead discovery with senior stakeholders in IT, HR, Security, Finance, and Operations, acting as their trusted advisor for transformative ServiceNow implementations.
- Serve as functional authority for ITSM (Incident, Problem, Change, Request), Service Catalog & Request Fulfillment, CMDB (functional aspects), and Knowledge Management.
- Map and optimize end-to-end business processes on ServiceNow.
- Establish and govern functional standards, policies, and best practices.
- Collaborate with senior leaders to uncover pain points, KPIs, and goals.
- Facilitate workshops, requirements sessions, and design reviews.
- Deliver business impact analysis and tailored solution recommendations.
- Lead discovery for business requirements, user stories, functional specs, and AS-IS/TO-BE process flows.
- Translate needs into precise functional designs for technical teams.
- Validate against objectives and platform capabilities.
- Standardize and simplify processes across regions and units.
- Leverage ITIL/service management best practices for quality gains.
- Identify automation opportunities with defined ROI and efficiency metrics.
- Develop change management and adoption strategies.
- Define acceptance criteria, plan, and execute UAT.
- Ensure compliance, audit, and governance alignment.
- Design KPIs, dashboards, and success metrics.
- Partner on business insights and track benefits realization/continuous improvement.
- Align with Technical Admins/Developers, Enterprise Architecture, Security/Compliance, and Project Management.
Requirements
- Deep ServiceNow experience in ITSM workflows, Service Catalog/Request models, Knowledge/Case management, Employee Center, in addition to working in a domain separated instance in support of MSP delivery models.
- Strong ITIL framework knowledge and proven process transformation success.
- Mastery of BPMN modeling, requirements elicitation, user stories, backlog grooming, and UAT leadership.
- Skill in converting business needs to platform-ready designs.
- Executive presentation, facilitation, negotiation, and influence skills required.
- ServiceNow Certified Implementation Specialist with certifications in one or more of the following (ITSM/CSM/IRM,Employee Center,ITOM&ITAM).
- ITIL v4 Foundation or higher.
- CBAP, CCBA, or equivalent BA certification.
- Enterprise transformation or large-scale ServiceNow programs experience is a must.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNowITSMService CatalogRequest FulfillmentCMDBKnowledge ManagementBPMN modelingUAT leadershipprocess optimizationbusiness process mapping
Soft Skills
executive presentationfacilitationnegotiationinfluencecollaborationleadershipcommunicationrequirements elicitationproblem-solvingchange management
Certifications
ServiceNow Certified Implementation SpecialistITIL v4 FoundationCBAPCCBA