BPC - ServiceNow

We are looking for a BPC - ServiceNow.

Key Responsibilities

Business Analysis & Process Consulting

• Independently lead customer workshops, requirement discovery and stakeholder discussions.
• Analyze AS-IS processes and define optimized TO-BE workflows.
• Prepare BRDs/FRDs, process flows, user stories and acceptance criteria.
• Identify opportunities for process standardization, automation and improvement.
• Challenge requirements constructively and recommend practical alternatives.

ServiceNow ITSM

• Demonstrate strong functional understanding of Incident, Problem, Change, Request and SLA Management.
• Understand ITIL-aligned processes, workflows, approvals, escalations and process interdependencies.
• Recommend ServiceNow OOB capabilities and configuration approaches.
• Support end-to-end ITSM process design and implementation.

CMDB & CSDM

• Understand CMDB architecture, CI classes, attributes, relationships and lifecycle management.
• Demonstrate practical understanding of CSDM concepts, including Business Applications, Application Services, Business Services and Service Offerings.
• Understand CMDB data sources, identification and reconciliation, data quality and governance.
• Work with Solution Architects on CMDB modelling, service relationships and CSDM adoption.

Technical & Integration Discovery

• Perform structured discovery for integrations involving ServiceNow and enterprise applications.
• Understand source/target systems, data requirements, integration triggers, authentication, connectivity and dependencies.
• Evaluate OOB capabilities, configuration alternatives and customization requirements.
• Identify functional gaps, constraints and technical decisions requiring Architect involvement.
• Collaborate with Architects and Technical Leads to ensure requirements are sufficiently defined before solution design.

Solution Feasibility & Governance

• Assess business requirements against ServiceNow OOB capabilities.
• Identify configuration, process adaptation and extension alternatives before recommending customization.
• Recognize customization risks relating to maintainability, scalability, security and upgrades.
• Work with Architects to evaluate complex requirements and technical feasibility.
• Promote reusable, standardized solutions across business functions.

Testing & Delivery

• Define functional test scenarios and acceptance criteria.
• Support SIT/UAT planning, execution and defect triage.
• Validate delivered functionality against agreed business requirements.
• Collaborate with developers, Technical Leads and Architects to resolve functional gaps.

• 6–10 years of overall experience, including at least 3–4 years of hands-on ServiceNow implementation experience in Business Analysis or Process Consulting.
• Bachelor’s degree in engineering, computer science, IT, or a related field.
• Strong functional expertise in ServiceNow ITSM, including Incident, Problem, Change, Request and SLA Management.
• Good working knowledge of CMDB and CSDM, including CI relationships, service modelling, data governance, and lifecycle management.
• Proven experience independently leading customer workshops and requirement discovery.
• Experience preparing functional specifications, process flows, user stories and acceptance criteria.
• Experience mapping source and target systems and defining data requirements and triggers for integrations.
• Understanding of ServiceNow OOB capabilities, configuration and customization considerations.
• Familiarity with Agile delivery methodologies.
• Eligible to work in India.