01Overview
Job Summary
Capgemini is seeking experienced ServiceNow Business Analysts to support and lead ServiceNow transformation initiatives across enterprise clients. The ideal candidate will act as a bridge between business stakeholders and technical teams, driving requirement elicitation, process improvement, solution design, and successful implementation of ServiceNow-based solutions.
The role requires strong expertise in business analysis, stakeholder management, Agile delivery practices, and a solid understanding of ServiceNow capabilities across various modules.
Key Responsibilities
Collaborate with business stakeholders to understand, analyze, and document business requirements.
Conduct workshops, requirement gathering sessions, and process discovery meetings.
Perform business process analysis, gap analysis, and solution assessments.
Translate business requirements into user stories, functional specifications, acceptance criteria, and process flows.
Partner with ServiceNow Architects, Developers, Product Owners, and Project Managers to deliver scalable solutions.
Support backlog management, sprint planning, prioritization, and Agile ceremonies.
Drive UAT planning, execution support, and business sign-offs.
Recommend process improvements leveraging ServiceNow best practices and platform capabilities.
Ensure alignment between business objectives and technical solutions.
Create and maintain project artifacts including BRDs, FRDs, use cases, workflows, and training materials.
Manage stakeholder expectations and provide regular project updates.
Support change management, adoption, and continuous improvement initiatives.
For senior candidates, lead client workshops, mentor junior analysts, and contribute to solutioning and pre-sales activities.
Required Skills
6-12 years of Business Analysis experience with significant experience in ServiceNow implementations.
Strong understanding of ServiceNow platform capabilities and ITIL processes.
Experience in one or more ServiceNow modules:
ITSM
ITOM
HRSD
CSM
SPM/PPM
SecOps
Expertise in requirements gathering, process mapping, and business process transformation.
Experience working in Agile, Scrum, SAFe, or Waterfall delivery models.
Strong stakeholder management, facilitation, and communication skills.
Ability to work effectively with global and cross-functional teams.
Preferred Qualifications
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Implementation Specialist (CIS) in ITSM, HRSD, CSM, ITOM, or related modules.
ITIL Foundation Certification.
CBAP, CCBA, PMI-PBA, or Agile BA certifications are an added advantage.
Experience with Jira, Confluence, Azure DevOps, and Visio.
Key Competencies
Business Analysis & Requirement Management
ServiceNow Functional Expertise
Stakeholder Management
Consulting & Problem Solving
Process Improvement & Transformation
Agile Delivery
Communication & Presentation Skills
Leadership and Mentoring (primarily for C2 candidates)
Education
Bachelor's or Master's Degree in Engineering, Computer Science, Information Technology, Management Information Systems, or a related field.
Capgemini is an equal opportunity employer committed to fostering an inclusive and diverse workplace.
