Senior Business Analyst (Servicenow ,ITSM) || 8 Year+ || Only Immediate Joiner || Mumbai

Role: Senior Business Analyst-Location- MumbaiExperience: 8 Year+Business Relationship Manager / Senior Business Analyst – ServiceNowExperience: 8–12 years overall, with 5+ years in Business Analysis, Business Relationship Management, ITSM, or ServiceNow-related roles.The individual will understand business priorities, identify opportunities for process improvement, and translate business needs into clear requirements, functional designs, and actionable ServiceNow implementation roadmaps.The ideal candidate combines strong business acumen, stakeholder management, process expertise, analytical thinking, and a practical understanding of the ServiceNow platform.1-Key ResponsibilitiesBusiness Relationship ManagementEstablish and maintain strong relationships with business leaders, process owners, product owners, and IT stakeholders.Understand business strategies, operational challenges, priorities, and transformation objectives.Conduct regular stakeholder engagement sessions, business reviews, and roadmap discussions.Build a demand pipeline aligned with business value, urgency, risk, and strategic objectives.Business Analysis and Requirement TranslationAnalyse, validate, and document business requirements through workshops, interviews, process walkthroughs, and stakeholder consultations.Translate business problems into functional requirements, user stories, acceptance criteria, process flows, and business rules.Identify gaps between current-state processes and desired future-state operating models.Develop business process maps, use cases, functional specifications, and requirements traceability matrices.Collaborate with ServiceNow architects, developers, administrators, and process consultants to validate feasibility and define appropriate solutions.Ensure requirements are clear, testable, prioritised, and aligned with platform standards.Demand ManagementMaintain a structured demand register covering business requests, improvement opportunities, regulatory needs, and technical debt-related business impacts.Assess and prioritise demands based on business value, customer experience, operational efficiency, risk reduction, effort, and strategic alignment.Facilitate backlog refinement and prioritisation with business and delivery stakeholders.Develop business cases, value assessments, and implementation roadmaps.Track demands from initial intake through requirements, design, implementation, testing, deployment, and value realisation.2-Required Skills and CompetenciesBusiness and stakeholder skillsStrong stakeholder engagement, influencing, negotiation, and relationship management skills.Ability to engage with senior business leaders and technical teams.Excellent communication, facilitation, presentation, and decision-making skills.Ability to challenge requirements constructively and manage competing priorities.Business analysis skillsBusiness requirements elicitation and documentation.User stories, acceptance criteria, process mapping, and functional specifications.Current-state and future-state analysis, gap assessment, and root-cause analysis.Agile delivery practices, backlog management, and UAT coordination.Business case preparation and benefits realisation.ServiceNow and ITSM skillspractical understanding of the ServiceNow platform and its capabilities.Strong understanding of ITIL and ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.Ability to map business requirements to ServiceNow functionality and standard platform capabilities.Understanding of integrations, workflows, CMDB, reporting, dashboards, and automation concepts.Awareness of ServiceNow governance, release management, platform configuration, and customisation best practices.3-Qualifications and ExperienceBachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.8–12 years of relevant professional experience, preferably in enterprise IT, ITSM, ServiceNow delivery, business analysis, or relationship management.Demonstrated experience translating business needs into technology solutions.Experience working with cross-functional business and technology teams in an AMS, product, transformation, or managed-services environment.ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Specialist, or relevant micro-certifications are desirable.CBAP, CCBA, PMI-PBA, ITIL 4, or Agile/Scrum certifications are advantageous.