Lead, IT Business Analysis

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The Lead, IT Business Analysis will play a pivotal role in the Enterprise Service Management (ESM) function, focusing on analyzing and translating business requirements into ServiceNow-enabled solutions that enhance process effectiveness and service delivery. This role demands a high level of functional expertise, technical understanding, and stakeholder engagement to ensure successful ServiceNow implementations. The role requires strong analytical skills, an understanding of the ServiceNow platform (particularly ITS M), and experience with ServiceNow's Agile module.

This position will be based in Hyderabad and report into the Enterprise Service Management office. The Lead Business Analyst will collaborate with product managers, developers, QA teams, and process owners to design and deliver fit-for-purpose solutions within the ServiceNow ecosystem. This includes drafting and refining business and technical requirements, performing gap analyses, managing testing activities, supporting go-live readiness, mentoring junior analysts, and driving continuous product improvements.

REQUIREMENT GATHERING & ANALYSIS

• Engage with stakeholders to understand business needs and translate them into clear, actionable ServiceNow requirements.
• Analyze existing processes and systems to identify areas for automation, optimization, or enhancement within the ServiceNow platform.
• Use Agile user story mapping techniques to document functional and non-functional requirements in alignment with ServiceNow capabilities.
• Collaborate with product managers to define minimum viable products (MVPs) and backlog prioritization.

WORKFLOW DESIGN & IMPROVEMENT

• Lead efforts to document and optimize business processes leveraging ITIL and service management best practices.
• Propose process enhancements based on user feedback, data analysis, and platform capabilities.
• Facilitate workshops and design sessions with stakeholders to ensure alignment on solution approaches.
• Ensure that designed processes are scalable, sustainable, and compliant with internal governance and industry standards.

IMPLEMENTATION & TESTING MANAGEMENT

• Support technical teams during development and configuration phases to ensure business requirements are understood and implemented correctly.
• Coordinate and participate in functional and user acceptance testing (UAT), developing test plans, scripts, and traceability matrices.
• Validate feature delivery through hands-on testing and coordinate defect resolution activities with developers and QA.

DOCUMENTATION & TRAINING

• Maintain clear and comprehensive documentation of business requirements, process flows, solution designs, and test results.
• Develop and deliver knowledge content to end users, support teams, and business stakeholders as needed to facilitate adoption.
• Conduct knowledge transfer sessions with junior analysts, testers, and end users as needed.

TROUBLESHOOTING & SUPPORT

• Act as a SME (Subject Matter Expert) for the implemented solutions post-deployment, offering analysis and resolution of issues.
• Monitor solution performance and gather feedback for iterative improvement.
• Lead root cause analysis and recommend preventive actions to avoid recurrence of common issues.
• Maintain familiarity with platform updates, patch cycles, and roadmap planning to proactively identify potential impacts.

Qualifications & Experiences

• 6+ years of experience as a Business Analyst, with at least 3 years focusing on ServiceNow implementations.
• Proven expertise in ServiceNow ITSM modules and significant exposure to ServiceNow's Agile capabilities.
• Strong understanding of business analysis methodologies, SDLC, and Agile delivery frameworks.
• Demonstrated ability to gather, document, and communicate complex business and technical requirements.
• Experience working in cross-functional, global teams with both business and technical stakeholders.
• Excellent communication, facilitation, and stakeholder management skills.
• Bachelor's degree in Information Technology, Computer Science, Business, or related field.

Not Required but Preferred Experience

• ServiceNow Certified System Administrator or Certified Business Analyst.
• ITIL v3 or v4 Foundation Certification (Intermediate level preferred).
• Background in mentoring or guiding junior analysts.
• Exposure to enterprise governance, reporting, and performance management practices.

This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.