Specialist, ServiceNow Business Analyst

The Opportunity

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

• Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

The Business Analyst for ServiceNow Development is a pivotal role within our enterprise technology division. In this position, you will serve as the primary strategic liaison between business stakeholders and our technical engineering teams. Your role is to ensure that our ServiceNow investments deliver scalable, intuitive, and highly efficient digital workflows that support our global operations and mission to save and improve lives.

You will be responsible for translating complex business processes into technical requirements, championing Agile methodologies, and guiding the continuous evolution of our ServiceNow platform.

Key responsibilities:

• Requirements Gathering

• Lead requirement gathering and design small group workshops with business stakeholders to understand ServiceNow enhancement opportunities and business process pain points to document end-to-end business requirements.

• Translate business requests into structured user stories, clear acceptance criteria, and technical specifications that ServiceNow developers can easily code from.

• Actively manage and prioritize the ServiceNow backlog, collaborating closely with the Product Owner during sprint planning, backlog grooming, and retro sessions.

• Process Design & Platform Alignment

• Analyze and map current-state workflows, identifying areas for optimization and proposing future-state designs that leverage ServiceNow out-of-the-box (OOTB) capabilities over custom code.

• Ensure all proposed solutions align with internal security, compliance, and platform architecture standards.

• Monitor industry trends and upcoming ServiceNow release features to recommend continuous improvement initiatives.

• Testing, Quality Assurance & UAT

• Define testing strategies and compile comprehensive test scenarios to validate that developed features meet all defined acceptance criteria.

• Facilitate and oversee User Acceptance Testing (UAT) with business stakeholders, acting as the first line of triage for defects and functional feedback.

• Ensure all development artifacts and system changes are thoroughly documented for future reference and compliance audits.

• Enablement, Adoption & Change Management

• Create, maintain, and publish user guides, knowledge articles, and training materials to support successful platform adoption.

• Assist with post-deployment support and gather user feedback to inform future development cycles.

Required qualifications and experience:

• Education: Bachelor's degree in business administration, Information Systems, Computer Science, or a related field.

• Professional Experience: Minimum of 3 to 5 years of experience as an IT Business Analyst, with at least 2 years of dedicated focus supporting ServiceNow platform implementation, development, or migrations.

• Agile Expertise: Proven hands-on experience working within Agile/Scrum frameworks, including deep familiarity with backlog management tools (e.g., Jira, Confluence, ServiceNow Agile 2.0).

• Platform Knowledge: Strong foundational understanding of core ServiceNow modules (such as ITSM, ITOM, HRSD, or CSM) and how they integrate with wider enterprise ecosystems.

• Analytical Skills: Outstanding analytical and problem-solving skills, with a proven ability to map, optimize, and simplify complex business processes.

• Communication: Exceptional verbal and written communication skills, with the ability to translate technical jargon into clear business value for stakeholders of all levels.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) certification.

• Knowledge of Hardware Asset Management, Software Asset management, Operational Technology and CSDM

• Certified Scrum Master (CSM) or Professional Scrum Product Owner (PSPO) credential.

Who we are:

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for:

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.