ServiceNow (BA)

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Job Description:

The Senior ServiceNow Business Analyst plays a key role in driving the design, enhancement, and optimization of ServiceNow solutions across the organization. This role partners with business stakeholders and technical teams to gather requirements, streamline workflows, and ensure the successful delivery of scalable, high‑quality ServiceNow functionalities that support enterprise service management.

Responsibilities:

• Collaborate with business units to gather, document, and validate requirements for new ServiceNow capabilities and enhancements.
• Translate business needs into functional specifications, user stories, use cases, and acceptance criteria.
• Facilitate workshops, design sessions, sprint planning, and UAT activities.
• Analyze existing workflows and recommend process optimization aligned with ServiceNow best practices.
• Work closely with ServiceNow developers, architects, and administrators to ensure successful delivery of solutions.
• Support the creation and maintenance of platform governance, data standards, and configuration management processes.
• Conduct impact analysis for platform updates, new releases, and integrations.
• Lead testing activities including functional testing, regression testing, and user acceptance.
• Train end users, create documentation, and ensure smooth adoption of new features.
• Monitor platform performance and assist in continuous improvement initiatives.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• 5–8+ years of experience as a Business Analyst, with at least 3+ years focused on ServiceNow.
• Strong understanding of ServiceNow modules such as ITSM, ITOM, HRSD, CSM, CMDB, or ITAM.
• Experience writing detailed functional requirements, user stories, and process documentation.
• Strong analytical and problem‑solving abilities with a focus on process improvement.
• Familiarity with Agile/Scrum methodologies.
• Excellent communication skills with the ability to engage both technical and non‑technical stakeholders.
• ServiceNow certifications preferred (e.g., CSA, CAD, ITSM, or specialty certifications).
• Experience with integrations, data modeling, and platform governance is a plus.