ServiceNow Business Analyst

Job description

**Job Description** seeking an experienced **Senior** **ServiceNow** **Business** **Analyst** **/** **Integration** **Lead** to drive the transformation of Clinical Device Management, Field Service Management, Procurement Operations, and Enterprise Asset Management onto the ServiceNow platform for a global healthcare and field services client. This is a highly visible client-facing role responsible for business analysis, solution design, integration governance, requirements management, testing, stakeholder engagement, and delivery assurance. The ideal candidate will serve as the key liaison between business stakeholders, ServiceNow development teams, and leadership while ensuring successful platform modernization and operational excellence. **Responsibilities** Key Responsibilities Business Analysis & Functional Leadership Conduct stakeholder workshops and requirements discovery sessions. Translate business needs into functional specifications, process flows, and user stories. Manage end-to-end requirements traceability and backlog governance using Azure DevOps. Define and maintain functional parity between legacy and ServiceNow platforms. Lead change management and scope governance activities. ServiceNow Module Ownership Clinical Device Management (CDM) Manage medical device lifecycle processes. Define device master data models, criticality classifications, preventive maintenance, calibration schedules, and recall workflows. Ensure compliance with FDA, HIPAA, and Joint Commission requirements. Support integrations with Medigate, Ordr, Asimily, ECRI, and OneSource. Field Service Management (FSM) Design work-order lifecycle, scheduling, dispatch, and technician routing processes. Support mobile workforce operations including offline synchronization. Manage field inventory, barcode/RFID solutions, and service execution workflows. Procurement & Sourcing Operations Lead requisition-to-purchase-order process design. Manage vendor catalogs, service catalogs, approval workflows, invoicing, and ERP integrations. Define procurement governance and costing workflows. Enterprise Asset Management (EAM) Manage asset lifecycle processes from acquisition to retirement. Support stockroom operations, warranty management, contract tracking, and asset analytics. Drive MTBF, MTTR, and depreciation reporting initiatives. Integration & Solution Design Define API integration specifications using REST and SOAP services. Design data mappings, authentication frameworks, error handling, and reconciliation processes. Manage integrations across ERP, CMMS, contract management systems, RFID platforms, telemetry tools, and data warehouses. Lead data migration and CMDB/CSDM alignment activities. Delivery Governance Lead daily delivery reviews with development teams. Track risks, dependencies, defects, and project timelines. Coordinate testing, UAT, release planning, deployment readiness, and hypercare support. Produce executive status reports for client and leadership stakeholders. Stakeholder Management Act as the primary functional interface for client leadership and business SMEs. Facilitate communication across business, architecture, operations, and development teams. Conduct training, enablement, and knowledge transfer sessions. Support technical screening and interview processes for ServiceNow delivery teams. **Required Skills & Experience** ServiceNow Expertise 6-8+ years of hands-on ServiceNow experience. **Strong Knowledge Of** Flow Designer IntegrationHub Service Portal / Employee Center CMDB & CSDM Automated Test Framework (ATF) Functional Expertise ServiceNow Clinical Device Management (CDM) ServiceNow Field Service Management (FSM) Procurement & Sourcing Operations Enterprise Asset Management (EAM) CMMS and Asset Management Platforms Integration Experience REST/SOAP APIs JSON/XML OAuth and token-based authentication Data migration and reconciliation Enterprise integrations with ERP, procurement, asset, and telemetry systems Business Analysis & Delivery 12+ years in business analysis and solution delivery. Experience in requirements gathering, BRS creation, process design, user story management, and UAT. Strong Agile/Scrum and Waterfall delivery experience. Experience using Azure DevOps or Jira. Domain Experience **Preferred Experience In** Healthcare Clinical Engineering Biomedical Device Management Field Services Operations Facilities Management Knowledge of HIPAA, FDA, and Joint Commission compliance requirements is highly desirable. Certifications Mandatory ServiceNow Certified System Administrator (CSA) ITIL v4 Foundation **Preferred** ServiceNow CIS - Field Service Management ServiceNow CIS - Enterprise Asset Management ServiceNow CIS - ITSM HAM/SAM Certifications Agile/Scrum Certifications **Qualifications** Education Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or an equivalent discipline. **Preferred Qualifications** Experience with AI/GenAI capabilities on ServiceNow, including AI Control Tower and AI Agents. Experience in large-scale ServiceNow migration or platform modernization programs. Strong client-facing consulting background. Experience working with distributed offshore/onshore delivery models supporting US stakeholders. Ability to manage complex stakeholder environments and drive outcomes in ambiguous situations. **About Us** At Zensar, we’re *“experience-led everything”* . We are committed to conceptualizing, des