ServiceNow ITOM Business Analyst

Your Role

• Analyze current (“as‑is”) ITSM and ITOM processes to identify gaps and optimization opportunities.
• Assess existing workflows and propose enhancements based on industry and ServiceNow best practices.
• Gather, validate, and document business, functional, and technical requirements for ITSM/ITOM initiatives.
• Conduct customer workshops, stakeholder interviews, and focus group sessions to capture user needs.
• Translate requirements into functional specifications, process maps, and user stories.
• Define and document “target‑state” ITOM/ITSM process flows aligned with business goals.

Your Profile

• 9–17 years total experience, with 4–6 years of strong hands‑on experience in ServiceNow ITOM BA, preferably from locations such as Pune, Chennai, and Bengaluru.
• Expertise in ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Orchestration.
• Proven capability in business process analysis, solution design, and operational architecture within enterprise environments.
• Ability to convert business requirements into clear functional specifications, collaborating effectively with cross‑functional teams.

What you'll love about working here

• We offer a range of career paths and internal opportunities within Capgemini group. 
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.