ServiceNow Business Analyst

Capgemini US LLC is seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementations and enhancements. The role involves bridging business needs with technical delivery, driving requirements, optimizing processes, and ensuring scalable solutions aligned to enterprise ServiceNow architecture.

Responsibilities:

• Lead requirements gathering sessions with business stakeholders across ServiceNow workstreams
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Document requirements using BRDs, FRDs, process flows, and use cases
• Collaborate with Product Owners to prioritize backlog and refine user stories
• Support intake, prioritization, and tracking of demand requests
• Define workflows and lifecycle for demand-to-delivery processes
• Ensure alignment with portfolio and capacity planning
• Design and optimize Service Catalog items, request forms, and workflows
• Collaborate with developers on catalog item design, data inputs, and approval flows
• Standardize request intake and improve user experience
• Drive requirements and process improvements across ITSM modules: Incident, Problem, Change, Request Management
• Ensure alignment with ITIL best practices and enterprise standards
• Define requirements for integrations between ServiceNow and Microsoft Outlook & Teams
• Support use cases such as: Notifications and approvals via Outlook, Collaboration workflows via Microsoft Teams
• Partner with technical teams to ensure seamless data exchange and user experience
• Analyze current-state processes and recommend optimized future-state solutions
• Identify automation opportunities across catalog workflows, ITSM, and integrations
• Ensure alignment with ServiceNow best practices and enterprise governance
• Act as the primary liaison between business stakeholders and technical teams
• Facilitate workshops, demos, and user acceptance testing (UAT) sessions
• Provide regular updates on progress, risks, and dependencies
• Participate in Scrum ceremonies (planning, stand-ups, reviews, retrospectives)
• Support backlog grooming and sprint planning
• Ensure requirements are clearly defined and ready for development

Requirements:

• 6–10 years of experience as a Business Analyst in enterprise IT environments
• Proven experience with ServiceNow platform delivery
• Hands-on experience with: Demand Management, Service Catalog & Forms, ITSM (Incident, Change, Problem, Request), Integrations (REST/SOAP, O365 or similar ecosystems)
• Strong understanding of ITIL processes and frameworks
• Experience translating business requirements into technical solutions
• Experience with Microsoft O365 integrations (Outlook, Teams)
• Experience in financial services or regulated environments
• Familiarity with Agile tools (ServiceNow Agile 2.0, Jira, Azure DevOps)
• Exposure to ServiceNow platform capabilities (CMDB, CSDM, integrations)
• ServiceNow Certified System Administrator (CSA)
• ITIL Certification (v3 or v4)
• Certified Business Analysis Professional (CBAP) or equivalent