Senior Business Analyst – ServiceNow ITSM

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Job Description

Senior Business Analyst – ServiceNow (ITSM)

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the needs of patients, our people, and the planet. 

Bangalore, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.   

At Takeda’s ICC we Unite in Diversity 

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and the abilities they bring to our company. We are continuously improving our collaborators’ journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team. 

Experience: 6–10 years (with at least 4+ years in ServiceNow ITSM)

About the Role

We are seeking an experienced Senior Business Analyst – ServiceNow (ITSM) to bridge business needs and technical solutions. You will play a key role in gathering, analysing, and translating requirements into functional specifications, ensuring alignment with Takeda’s business objectives and compliance standards, including GxP and SOX. and maximizing the value of ServiceNow ITSM capabilities.

Responsibilities

• Lead requirement gathering sessions with stakeholders to capture business needs, pain points, and process improvement opportunities.
• Translate business requirements into functional specifications and work closely with ServiceNow developers and architects.
• Analyse existing ITSM processes (Incident, Problem, Change, Request, CMDB, Knowledge) and recommend optimizations leveraging ServiceNow capabilities.
• Facilitate workshops, create process flows, and document use cases, user stories, and acceptance criteria.
• Support the design, configuration, and testing of new functionalities and enhancements.

• Ensure all requirements and processes comply with Takeda’s GxP, SOX, and other regulatory standards. 

• Conduct UAT planning, coordination, and execution with business users.
• Ensure compliance with governance, data quality, and security standards.
• Provide guidance on platform capabilities, OOB functionalities, and best practices.
• Act as a liaison between business, technical teams, and platform owners.
• Mentor junior analysts and contribute to building BA best practices.

Required Skills & Qualifications

• Experience & Knowledge:
  • 6+ years as a Business Analyst, with at least 4 years focused on ServiceNow ITSM.
  • Strong knowledge of ITIL processes and their mapping to ServiceNow capabilities.
  • Experience working in Agile/Scrum delivery models.
  • Exposure to integrations, reporting, and analytics within ServiceNow.
• Technical Understanding:
  • Awareness of ServiceNow platform architecture and common configuration elements.
  • Ability to assess feasibility of requirements against OOB features vs. customization.
• Certifications (Preferred):
  • ITIL Foundation (v3 or v4) – Required
  • ServiceNow Certified System Administrator (CSA) – Preferred
  • ServiceNow ITSM Implementation Specialist – Preferred
• Soft Skills:
  • Excellent facilitation, documentation, and communication skills.
  • Strong stakeholder management and negotiation skills.
  • Analytical mindset with a focus on business value delivery.

Preferred Experience

• Knowledge of additional modules like CSM, ITBM, HRSD, or ITOM.
• Experience in AI/ML and automation capabilities such as Now Assist and Predictive Intelligence.
• Change management and training experience for end-users.

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people. 
• At Takeda, you take the lead on building and shaping your own career. 
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth. 

Benefits

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: 

Competitive Salary + Performance Annual Bonus 

• Flexible work environment, including hybrid working. 
• Comprehensive Healthcare Insurance Plans for self, spouse, and children 
• Group Term Life Insurance and Group Accident Insurance programs. 
• Health & Wellness programs including annual health screening, weekly health sessions for employees. 
• Employee Assistance Program 
• 5 days of leave every year for Voluntary Service in addition to Humanitarian Leaves 
• Broad Variety of Learning Platforms   
• Diversity, Equity, and Inclusion Programs 
• No Meeting Days 
• Reimbursements – Home Internet & Mobile Phone 
• Employee Referral Program 
• Leaves – Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) 

About ICC in Takeda

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. 
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization. 

Locations

IND - Bengaluru

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time