ServiceNow Service Catalog Business Analyst

Come to one of the biggest IT Services companies in the world! Here you can transform your career! We are looking for a ServiceNow Service Catalog Business Analyst who wants to learn and transform his/her career.

Requirements

• Strong skills in business process analysis, process mapping, and requirements gathering.
• Excellent stakeholder management, workshop facilitation, presentation, and communication skills.
• Strong ServiceNow knowledge covering Service Catalog, Request Management, Workflow Designer / Flow Designer, Record Producers, and Catalog Variables.
• Solid understanding of ITSM processes including Incident, Change, Request, Problem, and Service Portfolio Management.
• Understanding of the ITIL Framework.
• Basic technical understanding of ServiceNow platform capabilities, Integrations, APIs, and CMDB concepts. Nice to Have:
• Experience with ServiceNow Knowledge Management and Employee Center / Self-Service Portal.
• Strong data analysis and reporting skills.

Key Responsibilities

• Conduct workshops and interviews to gather business requirements from stakeholders.
• Analyze current ("As-Is") request and fulfillment processes, identifying opportunities for automation and self-service.
• Document business requirements, user stories, and acceptance criteria.
• Design and maintain Service Catalog items, structures, categories, and service offerings.
• Collaborate with developers to design request workflows, approval processes, task routing, and fulfillment activities.
• Act as a trusted advisor to business users, manage expectations, and communicate project status and risks.
• Develop UAT test scenarios, coordinate User Acceptance Testing, and support defect resolution.
• Ensure catalog compliance with ITIL practices, internal governance, and ServiceNow standards.
• Monitor service request trends, analyze fulfillment performance and SLA adherence, and recommend continuous improvements. Preferred Certifications:
• ITIL Foundation (v3/v4).
• Relevant ServiceNow Certifications (e.g., CSA or related BA credentials). <<<<<< Please attach resume in English >>>>>>What do we offer?
• Health insurance
• Dental Plan
• Life insurance
• Meal/Food Voucher
• Childcare assistance
• Total Pass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform

Employment Type: CLTCompensation: Salary to be discussed + benefitsTata Consultancy Services is an equal opportunity employer.

Our commitment to diversity and inclusion drives our efforts to provide equal opportunities to all candidates who meet our required knowledge and competency needs, regardless of socio-economic background, race, color, national origin, religion, sex, gender identity or expression, age, marital status, disability, sexual orientation, or any other characteristic. At Tata Consultancy Services, we promote an inclusive culture and continuously work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, and Ethnicity. All our opportunities are based on these principles, reinforcing our commitment to building a workplace that respects and values every individual.