As a Senior ServiceNow Analyst, you will play a strategic role in analyzing, designing, and optimizing ServiceNow solutions that support enterprise IT and business operations. You will collaborate with stakeholders to gather requirements, improve workflows, and ensure the platform delivers measurable value. This role requires deep knowledge of ServiceNow capabilities, ITSM processes, and a commitment to continuous improvement and user experience.
Key Responsibilities :
Collaborate with business and technical teams to gather and document requirements for ServiceNow enhancements and new modules.
Analyze and optimize existing workflows, forms, and processes to improve efficiency and usability.
Translate business needs into functional specifications and work closely with developers to implement solutions.
Support configuration and maintenance of core ServiceNow modules such as Incident, Problem, Change, CMDB, and Service Catalog.
Lead user acceptance testing (UAT), training, and documentation efforts for new features and releases.
Monitor platform performance and usage, identifying opportunities for automation and optimization.
Act as a subject matter expert and mentor for junior analysts and ServiceNow users.
Participate in governance and roadmap planning for ServiceNow platform evolution.
Requirements
Bachelor’s degree in Information Systems, Business Administration, or related field (or equivalent work experience).
5+ years of experience working with the ServiceNow platform in an analyst or administrator role.
Strong knowledge of ITSM processes and ITIL framework.
Experience with ServiceNow reporting, dashboards, and performance analytics.
Familiarity with Flow Designer, Business Rules, and basic scripting is a plus.
Excellent analytical, communication, and stakeholder management skills.
ServiceNow Certified System Administrator (CSA) required; additional certifications (e.g., CIS-ITSM, CAD) preferred.
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
https://www.capgemini.com/us-en/about-us/who-we-are/
Top Skills
Capgemini Kolkata, West Bengal, IND Office
Candor Infospace Complex, Tower A3 1st Floor, Newtown, Kolkata, West Bengal, India, 700156
