Note: The job is a remote job and is open to candidates in USA. Capgemini is seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementations and enhancements across key modules. The role involves bridging business needs with technical delivery, optimizing processes, and ensuring scalable solutions aligned with 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 backlogs and refine user stories
- Drive stakeholder collaboration and ensure clear, complete requirement definition
- Support intake, prioritization, and tracking of demand requests
- Define workflows and lifecycle processes for demand-to-delivery execution
- Ensure alignment with portfolio and capacity planning processes
- 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 processes and improve end-user experience
- Support Service Catalog design, workflow automation, and request management initiatives
- Drive requirements and process improvements across key ITSM modules, including:
- Incident Management
- Problem Management
- Change Request Management
- Request Management
- Ensuring alignment with ITIL best practices and enterprise standards
- Supporting foundational ServiceNow ITSM processes across implementations and enhancements
- Define requirements for integrations between ServiceNow and Microsoft Outlook and Teams
- Support use cases such as:
- Notifications and approvals through Outlook
- Collaboration workflows through Microsoft Teams
- Partner with technical teams to ensure seamless data exchange and user experiences
- Analyze current-state processes and recommend optimized future-state solutions
- Identify automation opportunities across Service Catalog workflows, ITSM processes, and integrations
- Ensure alignment with ServiceNow best practices and enterprise governance standards
- Act as the primary liaison between business stakeholders and technical teams
- Facilitate workshops, solution demonstrations, and User Acceptance Testing (UAT) sessions
- Provide regular updates regarding progress, risks, issues, and dependencies
- Participate in Scrum ceremonies, including sprint planning, daily stand-ups, reviews, and retrospectives
- Support backlog grooming and sprint planning activities
- Ensure requirements are well-defined, prioritized, and ready for development
- Contribute effectively within Agile/Scrum delivery environments
Skills
- 6–10+ years of experience as a Business Analyst in enterprise IT environments
- Proven experience supporting ServiceNow platform implementations and enhancements
- Hands-on experience with: Demand Management, Service Catalog and Forms, ITSM (Incident, Change, Problem, and Request Management), Integrations (REST, SOAP, O365, or similar enterprise ecosystems)
- Strong understanding of ITIL processes and frameworks
- Experience translating business requirements into technical solutions
- Excellent stakeholder management, communication, and documentation skills
- Experience with Microsoft O365 integrations, including Outlook and Teams
- Experience in financial services or other highly regulated environments
- Familiarity with Agile delivery tools such as: ServiceNow Agile 2.0, Jira, Azure DevOps
- Exposure to ServiceNow platform capabilities, including: CMDB, CSDM, Integrations and automation frameworks
Benefits
- Medical, dental, vision and retirement benefits
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