As a ServiceNow Functional Analyst (AM), you will support the design, implementation, and continuous improvement of ServiceNow solutions across scoped applications, Human Resources Service Delivery (HRSD), and IT Service Management (ITSM). This role works closely with business stakeholders, developers, and project teams to translate business needs into functional requirements and help deliver scalable, user-focused solutions. The ideal candidate brings hands-on experience in requirements gathering, workshop facilitation, testing, documentation, and end-user enablement within ServiceNow environments.
Work you'll do
As a Product Management Specialist II on the ServiceNow team, you will be responsible for:
Gather, analyze, and document business requirements for scoped applications, Human Resources Service Delivery (HRSD), and Information Technology Service Management (ITSM) processes in ServiceNow
Facilitate workshops with stakeholders to capture workflow requirements and define functional needs
Translate business requirements into functional specifications, user stories, and detailed documentation for development teams
Support functional testing, user acceptance testing, defect triage, and release validation for ServiceNow enhancements
Prepare process documentation, training materials, and end-user enablement content to support adoption and continuous improvement
The team
The ServiceNow team is part of Business Applications, an internal team which is focused on delivering and continuously improving ServiceNow solutions that support key business processes across the UK firm. The team works across scoped applications, Human Resources Service Delivery (HRSD), and IT Service Management (ITSM), partnering closely with business stakeholders, developers, and project teams to translate requirements into effective, user-focused solutions. Its work spans the full lifecycle of ServiceNow delivery, including process design, functional analysis, testing, release support, documentation, and end-user enablement. This role offers the opportunity to contribute to a collaborative team environment while helping enhance platform capabilities, improve user experience, and support scalable service delivery
Location: Hyderabad
Shift Timings: 11 AM to 8 PM / 2 PM to 11 PM
Qualifications
Required:
4+ years of experience in ServiceNow functional analysis, business analysis, or platform support
Experience gathering and documenting business requirements for ServiceNow scoped applications, Human Resources Service Delivery (HRSD), or Information Technology Service Management (ITSM) processes
Experience creating functional specifications, user stories, process documentation, or test cases
Experience facilitating stakeholder workshops, requirement sessions, or solution design discussions
Experience supporting functional testing, user acceptance testing, defect triage, or release validation
Experience working with business stakeholders, developers, and project teams in ServiceNow delivery
Preferred:
Experience supporting both Human Resources Service Delivery (HRSD) and Information Technology Service Management (ITSM) solutions in ServiceNow
ServiceNow Certified System Administrator certification or ServiceNow Certified Implementation Specialist certification
Experience with Agile delivery tools such as Jira or Azure DevOps
Experience preparing training materials or end-user enablement documentation
Experience supporting release planning, deployment coordination, or post-release validation
Experience with ServiceNow reporting, dashboards, or workflow configuration
