ServiceNow Business Analyst

Job Title:

Business Analyst – Service Now

Location:

Jaipur, Noida, Hyderabad
About Aelum Consulting:
Aelum Consulting is a Service Now Premier Partner, offering end-to-end services in Process Consulting and Service Now Implementation. With a global footprint and 40+ successful Service Now implementations, we are passionate about empowering businesses to reimagine operations and elevate service delivery through the power of the Service Now platform.
Our team of domain experts specializes in translating complex business needs into scalable Service Now solutions – enabling our clients to achieve their digital transformation goals with confidence and agility.

Principle Responsibilities:
Analyze business processes, systems, and workflows within the Service Now environment to identify improvement opportunities. Lead requirement gathering and documentation efforts (BPMN, FRD, wireframes).
Design Service Now solutions, including business process flows, UX best practices, and reports/dashboards, ensuring alignment with business objectives and IT strategy.
Engage in client and stakeholder management, facilitating meetings, documenting outcomes, and ensuring project deliverables meet or exceed expectations.
Stay updated on Service Now features and capabilities, advocating for continuous improvement and compliance with security policies.
Effectively communicate and apply project standards and manage resources in accordance with the project.
Collaborate with developers and administrators for solution implementation and support change management processes to drive solution adoption.
Successfully deliver high-quality service on schedule and match the client's expectations effectively.
Profile Requirements:
Experience in agile software development or service delivery. Demonstrable experience with Service Now; familiarity with platforms like Salesforce, Zendesk, Jira advantageous.
Strong documentation (FRD, SRS, BRD, user stories) and diagramming skills (BPMN, flowcharts). Proven analytical, stakeholder management, and project management abilities.
Proficient with tools (e.g., Figma, Adobe XD, Jira, MS Office, Visio). Knowledge of business processes in specific industries (e.g., HR, Insurance) preferred.
Excellent command of English, both spoken and written. Bachelor’s degree in IT, Business Administration, or related field preferred. Service Now certifications highly desirable.
Strong interpersonal skills with the ability to manage client relationships, work collaboratively, and adapt to new technologies.
Experience in handling international clients and enterprise level projects.
Good To Have:
Advanced certifications (CSPO, PSPO, CBAP, PMP, CSM, PSM, Prince2, CSA, ITIL v3/ITIL
4). Industry-specific knowledge, integration experience with REST and SOAP APIs, and proficiency in data analysis/reporting tools (e.g., Tableau, Power BI).
Knowledge of process improvement methodologies (e.g., Lean, Six Sigma), exceptional negotiation, and problem-solving skills.