Senior Business Analyst - ServiceNow Platform

Sr Business Analyst_4to6yrs exp - Gurgaon - Servicenow

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

About this Role:

We are seeking a Senior Business Analyst with 4-6 years of experience and strong expertise in the ServiceNow platform. The role focuses on ITSM, ITOM, Virtual Agent, and Software Asset Management (SAM) modules. The candidate will act as a bridge between business stakeholders and technical teams, ensuring delivery of high-value ServiceNow solutions at Gartner.

What You’ll Do:

• Engage with business stakeholders to gather, analyse, and document business requirements.

• Translate business needs into functional requirements, user stories, and acceptance criteria.

• Lead requirement definition for ITSM, ITOM, Virtual Agent, and SAM modules.

• Collaborate with ServiceNow architects and developers to design scalable solutions.

• Facilitate workshops, process walkthroughs, and design discussions.

• Support Agile ceremonies including sprint planning, backlog grooming, and reviews.

• Coordinate and support UAT, validate solutions, and manage defects.

• Identify opportunities for process automation and optimization using ServiceNow.

• Ensure alignment with ServiceNow best practices and ITIL standards.

What You’ll Need:

• 4+ years’ experience as a ServiceNow Business Analyst or similar Roles

Must Have:

• Deep functional knowledge of ITSM, ITOM, Virtual Agent, and SAM, Platform Analytics. Experience in end-to-end implementation or major enhancements in at least two of these areas.

• Strong understanding of OOTB capabilities vs custom solutions

• Familiarity with CMDB, workflows, data models, roles, and integrations

• Ability to translate business needs into ServiceNow-ready functional requirements

• Strong understanding of ITIL processes and enterprise IT operations.

• Experience working in Agile/Scrum delivery models.

• Support Agile/Scrum delivery by leading & participating in the sprint planning, backlog grooming, and retrospective ceremonies.

• Perform functional reviews, UAT coordination, and defect management.

• Ensure delivered solutions meet business requirements and quality standards.

• Ability to read and understand basic ServiceNow configurations and workflows (no coding required, but functional fluency expected).

• Familiarity with Agile development practices and tools (e.g ServiceNow, Jira, Azure DevOps)

• Good communication and interpersonal skills.

• Certifications: Certified ServiceNow Administrator

Who you are:

• Effective time management skills and ability to meet deadlines.

• Excellent communications skills interacting with technical and business audience’s.

• Excellent organization, multitasking, and prioritization skills.

• Intellectual curiosity and passion for technology, with a willingness to embrace new ideas and master concepts rapidly.

• Commitment to delivering high-quality solutions on time and within budget.

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

#LI-VG1

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com.

Job Requisition ID:109240

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Experience Level

Senior Level