ServiceNow Business Analyst IRC287987

Description

We are seeking an experienced ServiceNow Business Analyst with strong project coordination capabilities to support our Client’s ITSM transformation initiatives. This role bridges technical ServiceNow expertise with project delivery, ensuring successful implementation and continuous improvement of IT Service Management processes across our global organization.

Requirements

Experience

5+ years of experience as a Business Analyst in IT Service Management environments
3+ years of hands-on experience with ServiceNow platform (ITSM modules – Incident, Service Request, Problem, Change, and Knowledge Management)

Technical Skills

Strong knowledge of ServiceNow ITSM modules: Incident, Service Request, Problem, Change, and Knowledge Management
Experience with ServiceNow reporting, dashboards, and Performance Analytics
Understanding of ServiceNow architecture, integrations (REST/SOAP APIs, IntegrationHub), and data model
Familiarity with ITIL framework, global standard and best practices (ITIL v3/v4)

Soft Skills

Excellent communication and stakeholder management skills
Strong analytical and problem-solving abilities
Ability to work effectively in multicultural, global team environments
Self-motivated with ability to manage multiple priorities simultaneously
Detail-oriented with strong documentation skills

Preferred Qualifications

ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
ITIL v4 Foundation certification or higher
PMP, CAPM, or equivalent project management certification
Experience with SAP integration scenarios (SAP Solution Manager)

Job responsibilities

Gather, analyze, and document business requirements from stakeholders across multiple regions and functions
Translate business needs into ServiceNow technical specifications and user stories
Conduct gap analysis between current state processes and ServiceNow platform capabilities
Advise designing and optimize ITSM workflows including Incident, Service Request, Problem, Change, and Knowledge Management
Advise developing process maps, data flow diagrams, and functional specifications
Facilitate requirements workshops and stakeholder sessions (including bilingual environments where applicable)
Validate ServiceNow configuration documentation which is provided by developer
Perform UAT coordination, test case development, and defect tracking
Support integration requirements between ServiceNow and enterprise systems (e.g., SAP, Solution Manager)

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.