Senior Business Analyst- ServiceNow Artificial Intelligence

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Job Description

The Future Begins Here

At Takeda we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities we are meeting the need of patients our people and the planet.

Bangalore the city which is Indias epicenter of Innovation has been selected to be home to Takedas recently launched Innovation Capability Center. We invite you to join our digital transformation this role you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takedas ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda and we welcome applications from all qualified candidates. Here you will feel welcomed respected and valued as an important contributor to our diverse team.

The Opportunity

As a ServiceNow AI Senior Business Analyst you will lead the end-to-end analysis discovery and delivery of ServiceNow capabilities with a strong focus on Artificial Intelligence Now Assistbased solutions and related platform features in close partnership with product owners and engineering teams. You will translate business needs into clear actionable requirements ensure solutions align to ServiceNow best practices and support delivery through the full agile lifecycle including incident-driven enhancements and continuous improvement. You will serve as a key SME for AI/ML-enabled workflows ensuring user-centric design measurable outcomes and scalable adoption across Takeda.

Responsibilities

• Lead stakeholder discovery to identify and qualify AI/Now Assist opportunities (agent support self-service workflow automation) and define measurable outcomes.
• Define and manage epics features user stories acceptance criteria dependencies and success metrics for ServiceNow AI initiatives.
• Shape and maintain the product backlog with product owners: prioritization refinement roadmap alignment and value-based delivery.
• Translate business processes into AI-enhanced workflow requirements (intent capture auto-triage categorization routing next-best action summarization).
• Lead requirements for Now Assist capabilities (search summarization content generation agent assist/virtual agent assist) including usage guardrails and user experience needs.
• Drive conversation design requirements for Virtual Agent
• Define requirements for AI-assisted knowledge management (article standards content lifecycle feedback signals governance) to improve answer quality and deflection.
• Partner with architects/developers to ensure requirements are feasible testable aligned with ServiceNow best practices and minimize customization.
• Capture non-functional requirements for AI features: performance reliability scalability usability observability and supportability.
• Document governance and compliance requirements for AI: data classification RBAC audit trails privacy prompt/data exposure controls and risk controls.
• Establish requirements for AI evaluation and monitoring: quality scoring accuracy validation human-in-the-loop approvals feedback loops and KPI dashboards.
• Define and operationalize feedback mechanisms (agent/user ratings corrections re-ranking signals) to support continuous improvement of AI outcomes.
• Coordinate UAT end-to-end: test strategy scenarios traceability defect triage and release readiness for AI and non-AI features.
• Support product-related incidents by analyzing themes/root causes recommending enhancements and driving incident-to-backlog conversion.
• Facilitate agile ceremonies and delivery support: refinement sprint planning support demos retrospectives and stakeholder communications.
• Support adoption readiness: training needs release notes comms and change management for new AI-driven experiences.

Skills and Qualifications

• Education: Bachelors degree (or higher) in Computer Science Information Technology or a related field; or equivalent work experience.
• Experience: 6 years as a Business Analyst with 3 years specifically focused on ServiceNow AI & ML features like Now Assist Virtual Agent Agent Assist Summarization & Content Generation AI Search Predictive Intelligence AIOps/Operational Intelligence Process Optimization Document Intelligence Agentic AI
• Technical Understanding:
  • Awareness of ServiceNow platform architecture and common configuration elements.
  • Ability to assess feasibility of requirements against OOB features vs. customization
  • Experience configuring ServiceNow AI/ML features
  • Familiarity with integrating ServiceNow AI tools with third party applications.
• Sost Skills:
  • Excellent facilitation documentation and communication skills.
  • Strong stakeholder management and negotiation skills.
  • Analytical mindset with a focus on business value delivery.

What Takeda Can Offer You

• Takeda is certified as a Top Employer not only in India but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda you take the lead on building and shaping your own career.
• Joining the ICC in Bangalore will give you access to high-end technology continuous training and a diverse and inclusive network of colleagues who will support your career growth.

Benefits

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

Competitive Salary Performance Annual Bonus

• Flexible work environment including hybrid working
• Comprehensive Healthcare Insurance Plans for self spouse and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs including annual health screening weekly health sessions for employees.
• Employee Assistance Program
• 5 days of leave every year for Voluntary Service in addition to Humanitarian Leaves
• Broad Variety of learning platforms
• Diversity Equity and Inclusion Programs
• No Meeting Days
• Reimbursements Home Internet & Mobile Phone
• Employee Referral Program
• Leaves Paternity Leave (4 Weeks) Maternity Leave (up to 26 weeks) Bereavement Leave (5 days)

About ICC in Takeda

• Takeda is leading a digital revolution. Were not just transforming our company; were improving the lives of millions of patients who rely on our medicines every day.
• As an organization we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

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