Senior Business Analyst- ServiceNow Artificial Intelligence

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use.  I further attest that all information I submit in my employment application is true to the best of my knowledge.

Job Description

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 need 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 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.

The Opportunity

As a ServiceNow AI Senior Business Analyst, you will lead the end-to-end analysis, discovery, and delivery of ServiceNow capabilities with a strong focus on Artificial Intelligence, Now Assist–based solutions, and related platform features in close partnership with product owners and engineering teams. You will translate business needs into clear, actionable requirements, ensure solutions align to ServiceNow best practices, and support delivery through the full agile lifecycle, including incident-driven enhancements and continuous improvement. You will serve as a key SME for AI/ML-enabled workflows, ensuring user-centric design, measurable outcomes, and scalable adoption across Takeda.

Responsibilities

• Lead stakeholder discovery to identify and qualify AI/Now Assist opportunities (agent support, self-service, workflow automation) and define measurable outcomes.
• Define and manage epics, features, user stories, acceptance criteria, dependencies, and success metrics for ServiceNow AI initiatives.
• Shape and maintain the product backlog with product owners: prioritization, refinement, roadmap alignment, and value-based delivery.
• Translate business processes into AI-enhanced workflow requirements (intent capture, auto-triage, categorization, routing, next-best action, summarization).
• Lead requirements for Now Assist capabilities (search, summarization, content generation, agent assist/virtual agent assist), including usage guardrails and user experience needs.
• Drive conversation design requirements for Virtual Agent
• Define requirements for AI-assisted knowledge management (article standards, content lifecycle, feedback signals, governance) to improve answer quality and deflection.
• Partner with architects/developers to ensure requirements are feasible, testable, aligned with ServiceNow best practices, and minimize customization.
• Capture non-functional requirements for AI features: performance, reliability, scalability, usability, observability, and supportability.
• Document governance and compliance requirements for AI: data classification, RBAC, audit trails, privacy, prompt/data exposure controls, and risk controls.
• Establish requirements for AI evaluation and monitoring: quality scoring, accuracy validation, human-in-the-loop approvals, feedback loops, and KPI dashboards.
• Define and operationalize feedback mechanisms (agent/user ratings, corrections, re-ranking signals) to support continuous improvement of AI outcomes.
• Coordinate UAT end-to-end: test strategy, scenarios, traceability, defect triage, and release readiness for AI and non-AI features.
• Support product-related incidents by analyzing themes/root causes, recommending enhancements, and driving incident-to-backlog conversion.
• Facilitate agile ceremonies and delivery support: refinement, sprint planning support, demos, retrospectives, and stakeholder communications.
• Support adoption readiness: training needs, release notes, comms, and change management for new AI-driven experiences.

Skills and Qualifications

• Education: Bachelor’s degree (or higher) in Computer Science, Information Technology, or a related field; or equivalent work experience.
• Experience: 6+ years as a Business Analyst, with 3+ years specifically focused on ServiceNow AI & ML features like Now Assist, Virtual Agent, Agent Assist, Summarization & Content Generation, AI Search, Predictive Intelligence, AIOps/Operational Intelligence, Process Optimization, Document Intelligence, Agentic AI
• Technical Understanding:
  • Awareness of ServiceNow platform architecture and common configuration elements.
  • Ability to assess feasibility of requirements against OOB features vs. customization
  • Experience configuring ServiceNow AI/ML features
  • Familiarity with integrating ServiceNow AI tools with third party applications.
• Sost Skills:
  • Excellent facilitation, documentation, and communication skills.
  • Strong stakeholder management and negotiation skills.
  • Analytical mindset with a focus on business value delivery.

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

Worker Type

Worker Sub-Type

Time Type