Job Description
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.
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