ServiceNow Business Analyst

Capgemini is seeking an experienced ServiceNow Business Analyst to lead workshops, define business and platform requirements, and support the implementation of ServiceNow solutions. The ideal candidate will have deep consultative experience across multiple ServiceNow modules, strong process re-engineering skills, and the ability to translate business needs into actionable system configurations.

Responsibilities:

• Prepare and lead requirement workshops with customers to capture process and platform needs and provide guidance on best practices.
• Document, communicate, and validate business, functional design, and process requirements.
• Analyze clients' current environments to identify process improvements and recommend solutions that optimize efficiency, adoption, and sustainability.
• Capture requirements as user stories in ServiceNow Agile or other agile tools and map to Epics.
• Collaborate with ServiceNow architects and developers to ensure accurate understanding and implementation of requirements.
• Lead AS-IS to TO-BE process discussions and educate clients on ServiceNow best practices based on ITIL.
• Design and document UAT scripts and validate developed functionality meets operational requirements.
• Develop training materials and conduct client training sessions for multiple ServiceNow modules.
• Maintain up-to-date knowledge of ServiceNow products, modules, and best practices.
• Support continuous improvement initiatives within the ServiceNow delivery team.