ServiceNow Business Analyst

Responsibilities

• Collaborate with business units to gather, document, and validate requirements for new ServiceNow capabilities
• Translate business needs into functional specifications, user stories, and acceptance criteria
• Facilitate workshops, design sessions, sprint planning, and UAT activities
• Analyze existing workflows and recommend process optimization
• Work closely with ServiceNow developers, architects, and administrators
• Support platform governance, data standards, and configuration management
• Conduct impact analysis for platform updates and integrations
• Lead functional, regression, and user acceptance testing
• Train end users and create documentation

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, or related field
• 5–8+ years of experience as a Business Analyst
• 3+ years of focused ServiceNow experience
• Strong understanding of ServiceNow modules (ITSM, ITOM, HRSD, CSM, CMDB, or ITAM)
• Experience writing functional requirements and user stories
• Familiarity with Agile/Scrum methodologies
• Excellent communication skills for technical and non-technical stakeholders

Preferred Qualifications

• ServiceNow certifications (CSA, CAD, ITSM, etc.)
• Experience with integrations and data modeling
• Experience with platform governance

About the Company

Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world.