The Role
The role involves defining customer solutions on the ServiceNow platform by documenting requirements, creating business cases, collaborating with technical teams, and ensuring quality through testing and monitoring.
Summary Generated by Built In
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
We are seeking a highly motivated Business Analyst with strong experience in Agile delivery, SDLC processes, ServiceNow platform understanding, Jira reporting, and enterprise workflow analysis. The ideal candidate will work closely with business stakeholders, development teams, and platform owners to deliver scalable, efficient, and high-quality technology solutions.
This role requires a techno-functional mindset with strong analytical, communication, documentation, reporting, and stakeholder management capabilities. The candidate should be comfortable collaborating across business and technical teams while supporting enterprise platforms, process improvements, and Agile delivery initiatives.
Responsibilities
- Gather, analyze, and document business, functional, and technical requirements.
- Create User Stories, Acceptance Criteria, BRDs, FRDs, process flows, mockups, and high-level solution documentation using tools such as Visio and Lucidchart.
- Conduct stakeholder meetings, workshops, requirement walkthroughs, and process analysis sessions.
- Work closely with Product Owners, Developers, QA teams, Architects, and ServiceNow Admins to ensure successful solution delivery.
- Participate in Agile ceremonies including sprint planning, backlog grooming, stand-ups, retrospectives, and UAT activities.
- Create and manage Jira dashboards, filters, Agile reports, and JQL queries for sprint tracking, SLA reporting, backlog monitoring, and delivery governance.
- Analyze workflows, identify process improvement opportunities, and support automation initiatives.
- Collaborate on ServiceNow enhancements, integrations, workflows, and ITSM processes including Incident, Change, Request, and Service Catalog Management.
- Prepare executive status reports, dashboards, RAID logs, and project documentation for stakeholders and leadership teams.
- Support testing, validation, deployment coordination, and continuous improvement initiatives.
Qualifications
- 4–6 years of experience as a Business Analyst or Technical Business Analyst in enterprise IT environments.
- Strong understanding of Agile methodologies and SDLC processes.
- Hands-on experience with Jira, Confluence, JQL Queries, Dashboards, and Agile Reporting.
- Strong understanding of ServiceNow platform and ITSM processes.
- Experience creating process flows, workflow diagrams, mockups, and solution documentation using Visio or Lucidchart.
- Strong analytical, stakeholder management, presentation, and communication skills.
- Ability to work closely with technical and business teams in fast-paced Agile environments.
Preferred Skills
- ServiceNow Certified System Administrator (CSA) preferred.
- Knowledge of APIs, integrations, automation, and orchestration concepts.
- Exposure to Power BI/Tableau reporting tools.
- Understanding of IAM, Governance, or Information Security processes is an added advantage.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
India Employment Benefits include:
Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
Paid time off and company holidays, along with additional leave benefits as per policy
Flexible work arrangements, supporting work-life balance
Learning and development opportunities to support continuous growth and upskilling
Employee wellness initiatives and programs focused on physical and mental well-being
Retirement and statutory benefits in line with India regulations
Inclusive and people-first culture, with a strong focus on collaboration and ownership
Skills Required
- 3-5 years of experience in mapping business processes into ITSM platforms, preferably ServiceNow
- Able to discuss business requirements for integrations with third-party tools
- Certified System Administrator
- Prior development and/or architecture experience
- Strong presentation skills
- Strong project and situational awareness
- Strong communication skills
- Strong attention to detail
- Strong customer service skills
- Self-starter
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
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The Company
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
