Senior Business Analyst- ServiceNow Artificial Intelligence

Responsibilities

• Lead stakeholder discovery to identify and qualify AI/Now Assist opportunities (agent support, self-service, workflow automation) and define measurable outcomes.
• Define and manage epics, features, user stories, acceptance criteria, dependencies, and success metrics for ServiceNow AI initiatives.
• Shape and maintain the product backlog with product owners: prioritization, refinement, roadmap alignment, and value-based delivery.
• Translate business processes into AI-enhanced workflow requirements (intent capture, auto-triage, categorization, routing, next-best action, summarization).
• Lead requirements for Now Assist capabilities (search, summarization, content generation, agent assist/virtual agent assist), including usage guardrails and user experience needs.
• Drive conversation design requirements for Virtual Agent
• Define requirements for AI-assisted knowledge management (article standards, content lifecycle, feedback signals, governance) to improve answer quality and deflection.
• Partner with architects/developers to ensure requirements are feasible, testable, aligned with ServiceNow best practices, and minimize customization.
• Capture non-functional requirements for AI features: performance, reliability, scalability, usability, observability, and supportability.
• Document governance and compliance requirements for AI: data classification, RBAC, audit trails, privacy, prompt/data exposure controls, and risk controls.
• Establish requirements for AI evaluation and monitoring: quality scoring, accuracy validation, human-in-the-loop approvals, feedback loops, and KPI dashboards.
• Define and operationalize feedback mechanisms (agent/user ratings, corrections, re-ranking signals) to support continuous improvement of AI outcomes.
• Coordinate UAT end-to-end: test strategy, scenarios, traceability, defect triage, and release readiness for AI and non-AI features.
• Support product-related incidents by analyzing themes/root causes, recommending enhancements, and driving incident-to-backlog conversion.
• Facilitate agile ceremonies and delivery support: refinement, sprint planning support, demos, retrospectives, and stakeholder communications.
• Support adoption readiness: training needs, release notes, comms, and change management for new AI-driven experiences.

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 as a Business Analyst, with 3+ years specifically focused on ServiceNow AI & ML features like Now Assist, Virtual Agent, Agent Assist, Summarization & Content Generation, AI Search, Predictive Intelligence, AIOps/Operational Intelligence, Process Optimization, Document Intelligence, Agentic AI
• Technical Understanding:
  • Awareness of ServiceNow platform architecture and common configuration elements.
  • Ability to assess feasibility of requirements against OOB features vs. customization
  • Experience configuring ServiceNow AI/ML features
  • Familiarity with integrating ServiceNow AI tools with third party applications.
• Sost Skills:
  • Excellent facilitation, documentation, and communication skills.
  • Strong stakeholder management and negotiation skills.
  • Analytical mindset with a focus on business value delivery.

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.

Locations

IND - Bengaluru

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time