Senior Business Analyst -Service now- Catalog/ App Engineer

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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 Senior Business Analyst focused on Service Catalog Development, you will lead the creation and implementation of automation solutions to optimize Takeda’s IT Service Management processes. With specific emphasis on the ServiceNow Service Catalog module, you will ensure seamless functionality, enhanced operational efficiency, and a user-friendly experience. Your responsibilities include designing and maintaining high-quality Service Catalog items and workflows within Takeda’s ServiceNow platform. By leveraging your business analysis expertise in ServiceNow capabilities and a comprehensive understanding of IT Service 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

• Enable the successful delivery of a strategic roadmap led by the Product Manager to enhance the ServiceNow catalog through AI integration, ensuring alignment with business priorities and driving operational efficiency.
• Stay updated with industry trends and ServiceNow enhancements, actively integrating new features to expand and improve Service Catalog offerings.
• Lead collaboration with cross-functional business teams, including service and Product Managers as well as key stakeholders, to elicit, evaluate, and translate complex business requirements into scalable, user-centric Service Catalog solutions that align with strategic organizational objectives.
• Analyze data to identify system gaps and user needs, providing prioritized recommendations to enhance functionality, user experience, and request fulfillment 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 Service Catalog items, workflows, and integrations using ServiceNow App Engine tools—such as Flow Designer—alongside legacy capabilities like Generic Workflow, scripting, and APIs, emphasizing automation, usability, and performance at scale.
• 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.

Skills and Qualifications

• Bachelor’s degree or higher in Computer Science/Information technology; or relevant work experience.
• 4+ years of combined experience in business analysis and in architecting, designing, and developing comprehensive ServiceNow solutions, with a strong focus on IT Service Management process applications and Service Catalog modules.
• Proven experience in business analysis specifically within the ServiceNow App Engine, a leading low-code/no-code platform.
• 2+ years of experience with ServiceNow Service Catalog module is a must.
• 2+ year of experience with App Engine is required.
• 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
• Strong verbal and written communication abilities to articulate business cases, engage stakeholders, and foster collaboration.
• Knowledge of JavaScript, HTML, CSS, and other relevant web technologies is a plus.
• Good experience in Agile way of working (Scrum, User Story, Sprint model), JIRA & Confluence tools.
• Ability to translate complex business requirements into technical solutions and convey technical information back to business stakeholders in an accessible and actionable manner.
• ServiceNow System Administrator certification (required).
• ServiceNow Application Developer certification (preferred).
• Strong analytical and problem-solving skills.
• Ability to manage priorities and work independently in a fast-paced environment.
• Fluent English (both written and oral).

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 additional 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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