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The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow initiatives (BAU and enhancements)

• Translate requirements into clear user stories, acceptance criteria, and functional specifications

• Work with stakeholders to prioritize backlog items and manage scope expectations

• Participate in sprint planning, backlog grooming, demos, and retrospectives

• Support UAT planning, execution, defect triage, and sign‑off

• Maintain documentation: BRDs, user stories, process flows, SOPs, training materials

ServiceNow Technical & Platform Responsibilities

• Possess hands on understanding of ServiceNow platform architecture

• Understand how requirements map to:

o Tables, fields, relationships

o Forms, views, UI policies

o Workflows vs Flow Designer

o Business Rules, Client Scripts, Script Includes (conceptual level)

o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev's for Technical Design documentation.

• Design requirements that align with out of the box capabilities before customization

• Understand RITM → SCTASK lifecycle, fulfillment models, approvals, and SLAs

• Review and validate technical solution approaches proposed by developers

• Identify technical impacts, dependencies, and risks early in the lifecycle

• Ensure requirements are upgrade safe, scalable, and maintainable

• Support data related discussions (imports, CMDB impacts, integrations - conceptual)

Collaboration & Governance

• Act as a single point of contact between business and technical teams

• Work closely with:

o ServiceNow Developers

o Lead Developer / Architect

o Product Owners / Scrum Master

• Help enforce BAU vs Project scope boundaries

• Participate in release planning and post release validation

• Support leadership with status updates, risks, and dependency tracking

Required Skills & Experience

• Core Experience

• 6-10+ years of experience as a Business Analyst, with ServiceNow focus

• Strong experience in Agile / Scrum delivery models

• Excellent stakeholder communication and documentation skills

• Experience working with US based customers / stakeholders preferred

ServiceNow Technical Knowledge (Must Have)

• Strong understanding of ServiceNow core platform concepts

• Functional knowledge of:

o ITSM (Incident, Problem, Change)

o Asset (HAM and SAM)

o CMDB

o Service Catalog & Request Fulfillment

o Application Portfolio Management

o Business Continuity Management

o SecOps (SIR and VR)

o Knowledge Management

o CMDB (conceptual understanding)

• Ability to read and understand:

o User stories vs technical tasks

o Configuration vs customization

• Awareness of integrations (REST, MID Server - conceptual)

• Comfortable working with developers on technical feasibility discussions

Required Skills & Experience:

• 6-10+ years of ServiceNow Business Analyst experience

• Strong ITIL and ServiceNow platform knowledge

• Agile/Scrum delivery experience

• Strong stakeholder communication skills

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to ****************** for investigation.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.