Service Now - Business Analyst (Legal Operations)

Job Description

Service Now - Business Analyst (Legal Operations)

From commercial contracts to privacy and cyber security, IP to ethical practices – Legal teams at Dell Technologies always have new, interesting, and complex challenges to tackle. As technology rapidly evolves alongside innovation and AI, the Legal function faces increasing pressure to modernize its practices. This includes scaling legal services for the business, speeding up deal velocity within sales cycles, and directing legal efforts towards the highest-risk business matters globally. This transformation is driven by technology-led changes in legal practices and the promotion of self-service solutions.

Join us as a Service Now Business Analyst on our Legal Operations team in Bangalore or Delhi, India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Business Analyst, you will be responsible for analyzing business requirements, designing solutions, and ensuring successful project delivery. Your expertise in project management will be crucial in coordinating tasks, managing timelines, and ensuring that all stakeholders are aligned throughout the project lifecycle. Key outcomes include leading efforts to ensure the highest quality of solutions are delivered to maximize value of legal work product and expertise; eliminate unnecessary redundancies; and streamline or automate handling of routine matters to increase efficiency or capacity.

You will

• Conduct end-to-end testing of ServiceNow applications, including functional, regression, integration, and performance testing; develop comprehensive test plans and test cases based on business requirements and technical specifications. Execute test cases and document test results to ensure software quality and reliability. Collaborate closely with developers, project managers, and stakeholders to identify and resolve issues in a timely manner and partner closely with Dell IT developers and Legal’s engagement managers to ensure excellence in delivering the highest quality solutions and the realization of stakeholders’ expected outcomes. Participate in user acceptance testing (UAT) and assist users in validating workflows and functionalities.
• Conduct user testing and gather feedback to continuously improve the user experience. Analyze and document business processes, workflows, and system interactions to identify areas for improvement and optimization and propose and implement solutions within the ServiceNow platform to streamline business operations and improve efficiency. Provide training and support to end users on ServiceNow applications and functionalities and coordinate project activities, track progress, and manage risks to ensure timely delivery. Apply UX design principles to create user-friendly interfaces and workflows.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements

• Bachelor’s degree in computer science, information systems, business administration, or a related field.
• 5+ years relevant experience or equivalent combination of education/experience; proven experience as a Business Analyst or ServiceNow Tester in a complex IT environment.
• Strong understanding of ServiceNow platform capabilities, with hands-on experience with ServiceNow modules (preferably within ServiceNow’s Legal Service Delivery (LSD) product). Proficiency in creating and executing test plans, test cases, and automated test scripts.
• Familiarity with Agile methodologies and experience working in Agile teams.
• Excellent analytical and problem-solving skills with a keen attention to detail and experience in user experience (UX) design and user interface (UI) design a huge plus

Desirable Requirements:

• Effective communication skills with the ability to collaborate and build relationships across teams.
• Strong project management skills with a track record of successfully delivering complex projects and serviceNow certifications (such as Certified Implementation Specialist) are a plus.

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Application closing date: 30-May-25
Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.