Service Now Business Analyst- Senior Associate

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 6 days ago

Vacancies: 1 Vacancy

Job Summary

Industry/Sector

Not Applicable

Specialism

Platform Engineering & Architecture

Management Level

Senior Associate

Job Description & Summary

At PwC our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions.

In technology leadership and strategy at PwC you will focus on leading large technology teams and partnering with technology and business leaders across the enterprise for common goals mutual responsibility and accountability. You will own multiple aspects of the technology delivery cycle lead executive stakeholder management have large teams and a substantial fiduciary responsibility. Additionally you will set and execute the domain strategy aligned with business goals prioritisation and demand.

Job Description

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

Respond effectively to the diverse perspectives needs and feelings of others.
Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
Use critical thinking to break down complex concepts.
Understand the broader objectives of your project or role and how your work fits into the overall strategy.
Develop a deeper understanding of the business context and how it is changing.
Use reflection to develop self awareness enhance strengths and address development areas.
Interpret data to inform insights and recommendations.
Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Senior Associate :

ServiceNow Functional Consultant you will drive requirements gathering

process mapping solution design and delivery across multiple ServiceNow modules. You will support

assessment and implementations across various Service Management toolsets spanning ITSM ITOM HRSD

CSM ITAM and SPM working closely with architects developers and client stakeholders.

This role requires strong functional expertise exceptional business analysis skills and the ability to translate

complex requirements into scalable platform solutions.

Job Responsibilities:

Business Analysis & Requirements Gathering

Conduct workshops with SMEs business teams and IT stakeholders to understand needs pain points

and transformation goals.

Translate requirements into user stories functional specifications acceptance criteria and process

flow diagrams.

Document current-state and future-state workflows identifying opportunities for optimization.

Solution Design & Functional Delivery

Support end-to-end functional design and configuration across all major ServiceNow modules

including:

ITSM: Incident Problem Change Request Knowledge Service Catalog CMDB

ITOM: Discovery Service Mapping Event Management CMDB modeling

ITAM (HAM/SAM): Asset lifecycle workflows license compliance integrations

HRSD: Case management lifecycle events knowledge onboarding

CSM: Omni-channel flows case workflows entitlements SLAs

GRC/IRM: Risk compliance audit policy management

SecOps: Vulnerability Response Incident Response

SPM: Demand project resource financial planning

Ensure functional alignment with business requirements and platform best practices.

Collaborate with technical teams to validate feasibility and solution design.

While ServiceNow is the primary focus exposure or experience with other ESM tools is desirable such

as: BMC Helix / Remedy Jira Service Management Ivanti Neurons / Cherwell HP Service Manager Other

ITSM/ESM solution

Platform Capabilities & AI Enablement

Recommend and apply ServiceNow AI capabilities including:

o Now Assist (GenAI) for summarization and content generation

o Predictive Intelligence for classification/clustering

o Virtual Agent & NLU for conversational flows

o AI Search to enhance user experience

Identify opportunities for automation using Flow Designer Process Automation Designer and Integration

Hub.

Testing Documentation & UAT Support

Prepare test scenarios functional test cases and support UAT cycles.

Document functional specifications process flows configuration guides and SOPs.

Ensure solutions meet quality compliance and governance requirements.

Client Engagement & Delivery Support

Facilitate effective communication with clients stakeholders and global teams.

Present designs demos and recommendations clearly and confidently.

Support Agile ceremonies including sprint planning refinement and retrospectives.

Required Skills & Experience

48 years of total experience with 3 years as a ServiceNow Functional Consultant or Business Analyst.

Strong functional expertise across multiple ServiceNow modules (ITSM HRSD CSM ITOM ITAM SPM).

Strong ability to analyze complex business requirements and convert them into functional solutions.

Experience in Agile/Scrum delivery models.

Excellent communication problem-solving and stakeholder management skills.

Understanding of ITIL ITSM ITAM HR customer service

Qualifications:

Bachelors degree in Technology Computer Science Engineering Information Systems or Business

Administration.

MBA desirable (preferred specializations: Information Systems Technology Management Operations or

Business Strategy).

ServiceNow certifications such as:

o CSA - Mandatory

o CIS ITSM CIS HRSD CIS CSM CIS GRC CIS ITAM CIS ITOM etc.

ITIL 4 Foundation certification Mandatory

Exposure to other ESM platforms (e.g. BMC Helix Jira SM Ivanti Cherwell) will be beneficial

Prior experience working in consulting or global delivery .

Travel Requirements

Not Specified

Job Posting End Date

Required Experience:

Senior IC

Industry/SectorNot ApplicableSpecialismPlatform Engineering & ArchitectureManagement LevelSenior AssociateJob Description & SummaryAt PwC our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of cli...