Senior ServiceNow Business Analyst

Location: Bengaluru

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

We are seeking a  Service Now Functional Consultant  with a strong background in driving digital transformation initiatives and bridging the gap between business and technology. The ideal candidate will have experience working with cross-functional teams delivering  Service Now customizations and configurations,  being responsible of gathering requirements, defining business needs, and supporting the delivery of scalable, user-focused solutions. This role is critical in ensuring alignment between business objectives and IT capabilities.
Qualifications

Engage with business stakeholders and IT teams to gather, analyze, and document detailed requirements for digital products and services around Service Now Platform.
Lead workshops and discovery sessions to understand customer needs around Service Now Implementations and further development, business workflows, and system requirements.
Translate business processes into clear and concise functional specifications.
Define and document user personas, user journeys, business use cases, and acceptance criteria.
Collaborate with Service Now Product Management, Service Now Solution Architects, and Service Now Technical Leads to shape product vision and software delivery goals.
Assist in prioritizing backlogs, creating product roadmaps, and maintaining delivery timelines aligned with business objectives.
Support Agile delivery teams by writing user stories, refining requirements, and validating delivered functionality.
Coordinate with QA teams to ensure adequate test coverage and successful solution implementation.
Ensure business processes and system changes comply with relevant regulations and organizational standards.
Maintain clear and structured documentation using Service Now Agile board and other ALM systems.

Additional Information

Proven experience in business analysis within complex IT project environments involving Service Now platform.
Strong stakeholder management and communication skills across technical and non-technical audiences.
Demonstrated ability to analyze business workflows and convert them into structured, actionable requirements for Service Now developers.
Experience working in Agile or hybrid delivery environments.
Excellent documentation and presentation skills, including process mapping and business case development.
Familiarity with Service Now Agile Board, and ALM tools for requirements management and collaboration.
Minimum 6 years of experience in IT, with at least 4 years as a Business Analyst in structured teams, preferably 2 years as a Service Now Functional Consultant.
Fluent in English, with strong written and verbal communication skills.
Service Now CSA Certification is a plus.
At Endava, we're committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.