ServiceNow Business Analyst

AHEAD builds platforms for digital business. By weaving together advances in
cloud infrastructure, automation and analytics, and software delivery, we help
enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives
and voices are represented, valued, respected, and heard. We create spaces to
empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an
individual's race, national origin, color, gender, gender identity, gender
expression, sexual orientation, religion, age, disability, marital status, or
any other protected characteristic under applicable law, whether actual or
perceived. 

We embrace all candidates that will contribute to the diversification and
enrichment of ideas and perspectives at AHEAD. 

We are seeking a highly motivated Business Analyst with strong experience in
Agile delivery, SDLC processes, ServiceNow platform understanding, Jira
reporting, and enterprise workflow analysis. The ideal candidate will work
closely with business stakeholders, development teams, and platform owners to
deliver scalable, efficient, and high-quality technology solutions. 

This role requires a techno-functional mindset with strong analytical,
communication, documentation, reporting, and stakeholder management
capabilities. The candidate should be comfortable collaborating across business
and technical teams while supporting enterprise platforms, process improvements,
and Agile delivery initiatives. 

\n

Responsibilities
* Gather, analyze, and document business, functional, and technical
requirements.  
* Create User Stories, Acceptance Criteria, BRDs, FRDs, process flows, mockups,
and high-level solution documentation using tools such as Visio and
Lucidchart.  
* Conduct stakeholder meetings, workshops, requirement walkthroughs, and
process analysis sessions.  
* Work closely with Product Owners, Developers, QA teams, Architects, and
ServiceNow Admins to ensure successful solution delivery.  
* Participate in Agile ceremonies including sprint planning, backlog grooming,
stand-ups, retrospectives, and UAT activities.  
* Create and manage Jira dashboards, filters, Agile reports, and JQL queries
for sprint tracking, SLA reporting, backlog monitoring, and delivery
governance.  
* Analyze workflows, identify process improvement opportunities, and support
automation initiatives.  
* Collaborate on ServiceNow enhancements, integrations, workflows, and ITSM
processes including Incident, Change, Request, and Service Catalog
Management.  
* Prepare executive status reports, dashboards, RAID logs, and project
documentation for stakeholders and leadership teams.  
* Support testing, validation, deployment coordination, and continuous
improvement initiatives.  

Qualifications
* 4–6 years of experience as a Business Analyst or Technical Business Analyst
in enterprise IT environments.  
* Strong understanding of Agile methodologies and SDLC processes.  
* Hands-on experience with Jira, Confluence, JQL Queries, Dashboards, and Agile
Reporting.  
* Strong understanding of ServiceNow platform and ITSM processes.  
* Experience creating process flows, workflow diagrams, mockups, and solution
documentation using Visio or Lucidchart.  
* Strong analytical, stakeholder management, presentation, and communication
skills.  
* Ability to work closely with technical and business teams in fast-paced Agile
environments.  

Preferred Skills
* ServiceNow Certified System Administrator (CSA) preferred.  
* Knowledge of APIs, integrations, automation, and orchestration concepts.  
* Exposure to Power BI/Tableau reporting tools.  
* Understanding of IAM, Governance, or Information Security processes is an
added advantage.  

\n

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE
AHEAD, we value and benefit from diversity of people, ideas, experience, and
everything in between.

We fuel growth by stacking our office with top-notch technologies in a
multi-million-dollar lab, by encouraging cross department training and
development, sponsoring certifications and credentials for continued learning.

India Employment Benefits include: 

Comprehensive health insurance coverage for employees, with options to extend
coverage to dependents

Paid time off and company holidays, along with additional leave benefits as per
policy

Flexible work arrangements, supporting work-life balance

Learning and development opportunities to support continuous growth and
upskilling

Employee wellness initiatives and programs focused on physical and mental
well-being

Retirement and statutory benefits in line with India regulations

Inclusive and people-first culture, with a strong focus on collaboration and
ownership