Business Systems Analyst, ServiceNow

Location: Bengaluru, India; Bengaluru
Department: BT Workplace Technology-140

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This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Description

We are seeking a Business Systems Analyst to join our ServiceNow platform team. In this role you will partner with business stakeholders and technical teams to translate process needs into well-defined ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Delivery (HRSD) / Employee Center, Hardware Asset Management (HAM), Software Asset Management (SAM), and Customer Service Management (CSM). You will work independently on defined projects and enhancements, contribute to platform-wide improvements, and help ensure our ServiceNow instance delivers measurable value to employees, customers, and IT teams.

Responsibilities

• Elicit, document, and refine business requirements through workshops, interviews, and process mapping, and translate them into user stories with clear acceptance criteria.
• Configure ServiceNow using out-of-the-box capabilities where possible, including forms, catalog items, Flow Designer, notifications, SLAs, and access controls.
• Support and enhance ITSM and ITOM processes, including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Support HRSD / Employee Center, CSM, HAM, and SAM use cases, such as case management, onboarding, asset lifecycle, and software license compliance.
• Partner with developers and architects to design solutions that align with platform standards and best practices.
• Develop test plans, execute functional testing and UAT, and coordinate defect resolution ahead of each release.
• Analyze platform data to identify process gaps and adoption trends; build reports and dashboards, and maintain documentation and training for stakeholders.

Requirements

• Bachelor’s degree in Information Systems, Business, Computer Science, or a related field, or equivalent practical experience.
• 2–5 years of experience as a business systems analyst, business analyst, or ServiceNow functional consultant or administrator.
• Hands-on experience configuring ServiceNow in at least one of ITSM, ITOM, HRSD, CSM, HAM, or SAM, with working knowledge of the platform data model.
• Proven ability to gather requirements, write user stories, and document business processes.
• Experience with Flow Designer, catalog items, UI policies, and ACLs, plus a functional understanding of business rules and basic JavaScript.
• Strong analytical, problem-solving, and communication skills, with experience working in Agile/Scrum or hybrid delivery environments.
• Preferred: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist credential, and familiarity with ITIL and CMDB governance.

The Okta Experience

• Supporting Your Well-Being 
• Driving Social Impact 
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

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