Saksham Gaur
Jammu,India
Summary
ServiceNow Business Analyst with strong expertise in consulting, service architecture, and workflow automation. Proficient in configuring ServiceNow modules, including CMDB design, discovery, and event management, to enhance IT service delivery. Skilled in REST API integrations and Glide APIs to improve platform functionality. Experienced in agile methodologies, requirement gathering, and stakeholder communication, with a proven track record in automated testing frameworks and data analysis for effective system validation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
ServiceNow Business Analyst
Infosys Technologies
Chandigarh
11.2023 - 04.2026
- Over 4 years of experience in ServiceNow development and product ownership, specializing in ITSM modules including Incident, Problem, Change Management, and Service Catalog.
- Conducted business process analysis to identify opportunities for improvement and automation.
- Gathered, documented, and analyzed business requirements across ITSM functions.
- Translated business needs into clear system requirements and user stories with defined acceptance criteria.
- Applied ITIL best practices to optimize Incident, Problem, Change, and Major Incident processes.
- Ensured adherence to the ServiceNow SDLC across requirements, design, development, testing, and deployment.
- Performed functional, regression, and integration testing for ServiceNow enhancements.
- Collaborated with technical and non‑technical stakeholders to communicate progress and resolve issues.
- Created documentation such as process flows, requirement specifications, and user guides.
- Conducted gap analyses to compare current and desired processes and ensure ITIL alignment.
- Facilitated Agile ceremonies including Sprint Planning, Daily Standups, Sprint Reviews, and Retrospectives.
- Worked with business units to define use cases and outline UAT acceptance criteria.
- Supported business process re‑engineering efforts and configured ServiceNow to meet new initiatives.
- Troubleshot workflow issues and validated user functionality.
- Coordinated requirement‑gathering workshops and working sessions.
- Partnered with engineers to ensure requirements were clearly understood, implemented, and tested.
- Provided end‑user training, developed training materials, and supported user adoption.
- Promoted ITIL best practices through user education and champion groups.
- Maintained the SDLC and Demand repository for requirement tracking and documentation.
ServiceNow Tester - HRSD
Infosys Technologies
05.2023 - 08.2023
- Conducted HRSD testing including HR Case Management.
- Developed end-to-end test cases and UAT scenarios.
- Executed portal and functionality testing.
- Reported and tracked defects through client systems.
ServiceNow Tester - ITSM
Infosys Technologies
02.2022 - 04.2023
- Designed and executed test cases for Incident, Change, and Problem Management.
- Validated SLAs, notifications, and lifecycle transitions.
- Tested workflows for Normal, Emergency, and Standard Changes.
- Automated test cases using ATF.
Education
Master of Computer Applications -
Lovely Professional University
04-2026
Bachelor of Technology - Mechanical Engineering
Vishwakarma Institute of Technology
01-2020
Skills
- ServiceNow consulting
- Service architecture and design
- Workflow automation
- CMDB and service mapping
- Discovery and event management
- REST API integrations
- Glide APIs utilization
- Flow designer expertise
- Automated testing framework (ATF)
- Agile delivery methodology
- IT service management (ITSM)
- IT asset management (ITAM)
- HR service delivery (HRSD)
- Customer Service Management (CSM)
- Problem solving techniques
- Stakeholder communication skills
- Requirement gathering
- Data analysis
- Client engagement
- Technical documentation
- Agile and scrum methodologies
Languages
English
Proficient
C2
Hindi
Proficient
C2
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Micro-Certification – ATF
- Infosys Certified ServiceNow Administrator
- Infosys Global Agile Developer Certification
Timeline
ServiceNow Business Analyst
Infosys Technologies
11.2023 - 04.2026
ServiceNow Tester - HRSD
Infosys Technologies
05.2023 - 08.2023
ServiceNow Tester - ITSM
Infosys Technologies
02.2022 - 04.2023
Master of Computer Applications -
Lovely Professional University
Bachelor of Technology - Mechanical Engineering
Vishwakarma Institute of Technology