ServiceNow Business Analyst

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of ServiceNow ITOM Business Analyst Position ServiceNow IT Operations Management (ITOM) Business Analyst, Onsite Role Summary We are seeking an experienced ServiceNow ITOM Business Analyst to facilitate requirements gathering and process definition across Discovery, Service Mapping, and CMDB initiatives. The candidate will lead stakeholder workshops, translate business needs into clear requirements and user stories, document CMDB governance processes, capture integration requirements for Microsoft Azure, VMware vCenter and monitoring tools, and support UAT, training, and business validation through go-live. Key Responsibilities Requirements & Process Analysis Conduct workshops for ITOM process analysis with business and IT stakeholders. Define Discovery and Service Mapping requirements. Analyze current state processes and define future state processes. Develop user stories, acceptance criteria, and process flows. CMDB & Governance Document CMDB governance processes, including data ownership and data quality. Capture CI class, attribute, and relationship requirements aligned to CSDM. Support definition of reconciliation and data source priority rules (IRE). Integrations Capture integration requirements for: Microsoft Azure VMware vCenter Monitoring tools Capture good to have integration requirements for Amazon Connect, PagerDuty, SCCM / Intune and Microsoft 365. Document data mappings and integration use cases. Testing, Training & Delivery Support UAT and business validation activities. Create training and process documentation. Maintain requirements traceability through delivery. Support backlog grooming and sprint planning. Required Skills Business Analysis & ServiceNow 5+ years of Business Analyst experience. 3+ years of ServiceNow ITOM experience. Knowledge of: Discovery Service Mapping CMDB CSDM IRE Understanding of integrations with Microsoft Azure and VMware vCenter. Professional Process modeling expertise. Strong workshop facilitation and stakeholder management skills. Excellent written and verbal communication skills. Agile delivery experience. Preferred Certifications Certified Implementation Specialist: Discovery ITIL Foundation Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training. Show more Show less