ServiceNow Business Analyst

About Atos Group

Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE listed on Euronext Paris. 

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space. 

Job Title: ServiceNow Business Analyst 
Location: Mumbai / Chennai / Bangalore

Experience: 8+ Years 

Key Responsibilities:

• Perform Business Analysis for ServiceNow ITSM modules (INC, PRB, CHG, REQ, KNW, SLM)
• Handle tickets, defects, service requests, enhancements and BAU support
• Gather, analyze and document requirements, user stories, and acceptance criteria
• Configure and manage SLA/OLA definitions, schedules, workflows, and conditions
• Monitor SLA performance, breach tracking, compliance reporting and audits
• Perform incident trend analysis, problem RCA and change impact analysis
• Support UAT, defect tracking, release validation and production support
• Work on ServiceNow workflows, forms and functional configurations Develop Power BI dashboards for ITSM, SLA performance and operational KPIs
• Support data integration and reporting using Microsoft Fabric (basic architecture understanding) 

Required Skills: 

• Strong expertise in ServiceNow ITSM & SLM (SLA configuration, tracking, reporting)
• Experience in ticket handling, ITSM operations and SLA management
• Business Analysis (requirement gathering, user stories, Agile)
• Power BI (DAX, data modeling, dashboard development) SQL and data analysis
• Basic understanding of Microsoft Fabric / data architecture
• Knowledge of ITIL processes and best practices Mumbai, India Offshore

Our Offering:

• Global cutting-edge IT projects that shape the future of digital and have a positive impact on environment.
• Wellbeing programs & work-life balance - integration and passion sharing events.
• Attractive Salary and Company Initiative Benefits

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.
 

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.