Accolite

ServiceNow Business Analyst – ITSM

Posted On

Oct. 24, 2025

Location

Bangalore, Karnataka

Experience Level

4 - 8 Years Exp.

Job Type

Full Time

Apply By

Dec. 6, 2025

Job Description

We are looking for a proactive and detail-oriented ServiceNow Business Analyst (ITSM) to join our team. The ideal candidate will have hands-on experience in ServiceNow modules, particularly IT Service Management (ITSM), and a strong understanding of business processes within IT operations. The candidate will act as a bridge between stakeholders and technical teams to gather, analyze, and translate requirements into effective ServiceNow solutions.

Key Responsibilities

Work closely with stakeholders, process owners, and technical teams to gather, document, and validate business requirements for ServiceNow initiatives.
Analyze existing ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) and recommend improvements leveraging ServiceNow capabilities.
Translate business requirements into functional and technical specifications for ServiceNow development.
Collaborate with ServiceNow developers to ensure delivered solutions align with requirements and business goals.
Conduct workshops and UAT sessions with business users to validate functionality and ensure successful implementation.
Maintain a detailed understanding of ServiceNow modules, releases, and platform capabilities.
Create and maintain documentation, including process flows, requirement traceability, and test cases.
Support configuration reviews, defect management, and release coordination activities.
Serve as the functional subject matter expert (SME) for ITSM processes within the ServiceNow platform.

Required Skills and Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field.
4–8 years of experience as a Business Analyst, with at least 3 years in ServiceNow ITSM.
Strong understanding of ITIL processes and how they map to ServiceNow workflows.
Hands-on experience with ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management.
Experience in requirement gathering, process mapping, and functional documentation.
Strong collaboration and communication skills to engage with cross-functional teams and stakeholders.
Ability to translate business needs into clear, actionable technical requirements.
Experience in working in an Agile / Scrum environment.

Preferred / Nice-to-Have Skills

ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – ITSM.
Exposure to additional ServiceNow modules such as ITOM, CMDB, HRSD, or CSM.
Experience with data analysis, reporting, or dashboard creation in ServiceNow.
Basic knowledge of ServiceNow scripting or workflow configuration.
Familiarity with integration projects involving ServiceNow and other enterprise systems.

Soft Skills

Strong analytical and problem-solving abilities.
Excellent written and verbal communication skills.
High attention to detail with a customer-centric approach.
Ability to manage multiple priorities and meet tight deadlines.

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