Job Information

ServiceNow, Inc. Business Analyst, Customer Outcomes Operations in Hyderabad, India

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog ( and hear from our employees ( about their experiences working at ServiceNow.

What you get to do in this role:

The Business Analyst will join the Customer Outcomes Operations team ensuring new strategic corporate technologies meet the needs of our Customer Outcomes business. The Business Analyst reports to the Senior Manager of Customer Outcomes Lifecycle Systems in a Global role, focused on internal systems – Professional Services Automation OpenAir and CPQ.

As the Business Analyst, you get to be an integral part of the project team working to ensure we get the most value out of new technologies, and we achieve our business goals. The Business Analyst should be able to conceptualize the gaps between current and future state scenarios and can effectively articulate in both verbal and written communications, how to bridge these gaps with solutions.


  • Facilitates, investigates, fact checks by reconciling, coordinating sharing of information, finds gaps, & performs traceability and impact analysis

  • Represents the Business to the development team

  • Creates business case, gathers requirements, and creates user stories

  • Responsible for non-functional requirements

  • Partners with Subject Matter Experts to create user acceptance test scripts

  • Coordinate functional design requirements and technical delivery via partnership with internal business team, Sales Operations team and IT team

  • Use established business acumen to empower users and stakeholders by identifying areas for improvement, enrichment, and overarching goals.

  • Hands-on with reports and dashboards, workflows, and other routine tasks

  • Works closely with Americas and EMEA business partners


  • 5+ years total work experience with a minimum 2 years’ experience in the enterprise software/technology industry

  • Bachelor's degree in Business, Data Analytics, or related field or equivalent is preferred

  • Experience in Agile, SCRUM, SDLC / Waterfall

  • Proven knowledge of sales operations technologies and how they impact the overall sales process

  • Proven knowledge of Professional Services business model

  • Demonstrate ability to problem-solve, prioritize, and manage multiple tasks simultaneously

  • Experience in a global role

  • Demonstrate ability to build and maintain relationships by engaging business to establish credibility, solve problems, and achieve objectives

  • Excellent verbal and written communication skills

  • Experience with ServiceNow products a plus

  • Flexible work schedule to accommodate AMS/EMEA work hours

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550 (tel:(408)%20501-8550) , or for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.