ServiceNow Business Analyst Service Management Consultant

Service Now Business Analyst Service Management Consultant

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

The Service Now Business Analyst (BA) plays a critical role in bridging business needs with technical capabilities on the Service Now platform. This client‑facing role involves gathering requirements, facilitating workshops, translating business logic into technical specifications, and supporting the implementation of Service Now solutions.

Key Responsibilities

• Requirements Gathering & Analysis leads workshops to collect and document business and technical requirements.

• Translate complex technical specifications into business logic and vice versa.

• Collaborate with stakeholders to evaluate Service Now capabilities and enhancements.

• Documentation & Communication Create user stories, process guides, end‑user documentation, and playbooks.

• Document enhancement requests and technical specifications.

• Maintain clear communication with stakeholders regarding status updates and feasibility assessments.

• Platform Expertise & Collaboration Maintain deep knowledge of Service Now modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc.

• Partner with Service Now developers and provisioning analysts to ensure alignment of business and technical objectives.

• Support UAT sessions and training for various client personas.

• Agile & Delivery Support Write user stories to be configured by technical developers.

• Work within Agile frameworks to support sprint planning and execution.

• Proactively identify risks, issues, and blockers and communicate through appropriate channels.

• Ensure deliverables are complete, consistent, and aligned with customer expectations.

Required Qualifications

Bachelor’s degree in Computer Science, Information Systems, or related field.

3+ years of experience as a Business Analyst or Product Specialist in Service Now environments.

ITIL Foundation Certification (v4). Strong oral and written communication skills.

Proficiency in Agile lifecycle and tools like Service Now Docs and Now Create.

Preferred Qualifications

Experience with multiple Service Now applications (e.g., ITSM, HRSD, CSM, GRC).

Familiarity with Common Services Data Model and Strategic Portfolio Management.

Ability to work independently and manage multiple priorities.

Business Process Reengineering and Competencies

Business process reengineering Technical and functional documentation Stakeholder engagement Agile delivery and sprint planning Service Now platform knowledge Workshop facilitation and training.

Compensation

The base compensation range for this role in the posted location is: $90,000 to $115,000 Base Pay USD.

Benefits

• Paid time off based on employee grade (A‑F), defined by policy:
Vacation: 12‑25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

• Life and disability insurance

• Employee assistance programs

• Other benefits as provided by local policy and eligibility

Important Notice

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by…