Service Management Consultant - Servicenow Business Analyst

Service Management Consultant - ServiceNow Business Analyst

Location: Chicago, IL; Houston, TX; Dallas, TX; NY, NY; New Jersey near NY City area; Atlanta, GA

Travel: 25%

Job Description

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

Key Responsibilities

• Requirements Gathering & Analysis
• Lead workshops to collect and document business and technical requirements.
• Translate complex technical specifications into business logic and vice versa.
• Collaborate with stakeholders to evaluate ServiceNow 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 ServiceNow modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc.
• Partner with ServiceNow 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 ServiceNow environments. ITIL Foundation Certification (v4). Strong oral and written communication skills. Proficiency in Agile lifecycle and tools like ServiceNow Docs and NowCreate.

Preferred Qualifications

Experience with multiple ServiceNow 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.

Key Competencies

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

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.