Senior Business Analyst-ServiceNow ITOM/ Discovery

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Job Description

ServiceNow Senior ITOM Business Analyst

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 needs 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 Senior Business Analyst focused on Service ServiceNow ITOM (IT Operations Management), you will lead the creation and implementation of automation solutions to optimize Takeda’s ITOM processes. A Business Analyst plays a vital role in bridging the gap between ITOM technical teams and an organization’s stakeholders. By leveraging your business analysis expertise in ServiceNow capabilities and a comprehensive understanding of IT Operations Management and business process automation, you will collaborate with stakeholders to streamline service delivery, boost productivity, and align process improvements with Takeda’s organizational goals.

Responsibilities

• Collaborate with business stakeholders to understand ITOM-related goals, challenges, and processes.
• Document and translate business requirements into functional specifications for the technical team.
• Understand ITOM modules like Discovery, Service Mapping, Event Management, and Cloud Management to align their functionality with business operations.
• Propose solutions that optimize IT operations and enhance service visibility
• Analyse data to identify system gaps and user needs, providing prioritized recommendations to enhance functionality, user experience, and request fulfilment efficiency.
• Maintain detailed documentation of requirements, workflows, configurations, and lessons learned to support scalability and drive continuous improvement.
• Provide strategic guidance and partner with development teams to architect and optimize ITOM modules, workflows, and integrations -emphasizing automation, usability, and performance at scale.
• Identify opportunities to introduce automation using ITOM tools.
• Work closely with architects and developers to design solutions for data collection, service visibility, and automation workflows.
• Develop business process requirements, user stories, and test scenarios.
• Manage the system implementation lifecycle including installation, configuration, deployment, and release ensuring adherence to Takeda’s SDLC toolset, as well as timely and high-quality delivery.
• Collaborate across IT teams to achieve workflow optimization and integration, ensuring seamless connectivity between ServiceNow and third-party systems.
• Drive the implementation of AI and automation solutions to transform workflows and business processes, delivering significant gains in operational efficiency and accelerating service delivery.
• Partner with service operations and support teams to troubleshoot system issues, ensuring adherence to ServiceNow best practices, Takeda-defined standards, Agile methodologies, and organizational policies.
• Deliver demos, solutions, and strategic recommendations to stakeholders, facilitating informed decision-making and fostering continuous innovation.
• Mentor and guide business analyst members, fostering career growth and skill development.
• Ensure ITOM modules function as intended and provide expected outcomes (e.g., accurate Discovery data, service mappings).
• Ensure ITOM solutions integrate seamlessly with ITSM and other organizational tools.
• Promote adherence to standards and best practices for the CMDB and ITOM processes.
• Generate reports and dashboards to provide insights into service health, asset visibility, and operational efficiency.
• Facilitate training sessions for business-users to navigate and utilize ITOM tools effectively.
• Stay updated on ServiceNow advancements, incorporating new features into solutions. 
• Demonstrate strong awareness and application of SAFe Agile methodology, actively participating in PI planning, sprint events, backlog refinement, and continuous improvement activities within cross‑functional pods.
• Collaborate closely with cross‑functional POD teams, including Product Managers, Product Owners, Process Owners, Infrastructure, and Engineering teams, to ensure shared understanding, alignment on priorities, and successful delivery of ITOM solutions.

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 of combined experience in business analysis and in architecting, designing, and developing comprehensive ServiceNow solutions, with a strong focus on IT Operations Management (especially Discovery, Event management, Cloud management, CMDB).
• 3+ experience with ServiceNow ITOM developer module is a must.  

Technical Skills: 

• Strong understanding of IT Service Management processes.
• Proficiency in analyzing and interpreting complex business requirements to align with organizational strategies, translating them into actionable insights and solutions
• Familiarity with network protocols like SNMP and knowledge of REST/SOAP APIs.
• Familiarity of ServiceNow ITOM AI capabilities (NOW assist, Agentic AI etc.)
• Excellent communication skills with ability to communicate complex technical concepts and align organization on decisions. 
• ServiceNow System Administrator certification (required). 
• ServiceNow Application Developer certification (preferred). 
• ServiceNow CIS – Event Management (preferred)
• ServiceNow CIS – Discovery (preferred)
• Strong analytical and problem-solving skills. 
• Ability to manage priorities and work independently in a fast-paced environment. 

Communication:

• Strong verbal and written communication abilities to articulate business cases, engage stakeholders, and foster collaboration.

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. 

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