Senior Business Analyst ServiceNow CSM
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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Job Description
Responsibilities
- Assess and anticipate user and business needs expectations and pain points within the ServiceNow ecosystem for both Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules.
- Provide data-driven prioritized actionable recommendations to enhance the user experience across CSM and S2P modules
- Identify gaps in existing functionality and review requirements with stakeholders across various business functions.
- Communicate Solutions effectively to relevant stakeholders ensuring alignment on business changes
- Transform Requirements from stakeholder feedback into clear comprehensive and concise documentation throughout the SDLC
- Conduct Review Sessions to gain approval of requirements and manage changes using standard control processes
- Create and maintain documentation and project-related artifacts specific to CSM and other business areas.
- Develop Comprehensive Plans for eliciting documenting and managing requirements (e.g. Waterfall Agile Hybrid)
- Develop Change Rationale and perform scoping assessments to evaluate the feasibility of process modifications
- Calculate Change Estimates and produce financial models for cost savings and revenue impacts
- Liaise with Quality Assurance to ensure test plans and results confirm that all business requirements are met
- Facilitate Workshops and meetings to gather insights feedback and user stories from stakeholders and end-users
- Analyze Data to identify trends and opportunities for process improvement
- Support Configuration and customization of ServiceNow to meet specific business needs
- Ensure Compliance with organizational policies and external regulations
- Document and Track Issues through resolution capturing lessons learned to refine future implementations
- Work Collaboratively with IT teams to troubleshoot and resolve system issues efficiently
- Prepare and Deliver Presentations to communicate findings and recommended actions
- Create User Stories and acceptance criteria to support agile development processes
- Continuously Monitor Industry Trends and advancements to identify opportunities for innovation
- Provide training and support to CSM & S2P users to ensure they can effectively use the ServiceNow CSM & S2P modules.
- Stay updated with the latest features and best practices related to the CSM & S2P modules and incorporate them into the solutions.
- Use agile engineering practices and various software development technologies to rapidly develop creative and efficient solutions that enhance the customer experience.
Skills and Qualifications
- Education: Bachelors degree or higher in Computer Science/Information technology; or relevant work experience.
- Experience: 6 years of experience in architecting and designing ServiceNow solutions with 3 years specifically focused on Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules
- CSM & Finance Expertise: Strong understanding of CSM & S2P processes and how they can be automated and improved using ServiceNow CSM and S2P modules.
- Business Analysis Skills: Proven ability to analyze and interpret CSM and Finance data align business strategies and develop actionable insights
- Technical and Methodological Expertise: Familiarity with Agile Waterfall or Hybrid SDLC approaches; able to create user stories acceptance criteria and financial models for changes
- Communication: Strong verbal and written skills to articulate business cases gather user requirements and collaborate with cross-functional teams
- Industry Awareness: Knowledge of Global Data & Technologys product/service catalog staying informed on market and industry fundamentals for CSM & S2P
- Collaboration: Solid communication skills for conveying technical solutions ensuring organizational alignment and integrating operational KPIs within CSM & Finance
Locations
IND - BengaluruWorker Type
EmployeeWorker Sub-Type
RegularTime Type
Full timeRequired Experience:
Senior IC
Key Skills
- SQL
- Agile
- Business Analysis
- Visio
- Waterfall
- Business Process Modeling
- Requirements Gathering
- Business requirements
- JD Edwards
- SDLC
- Systems Analysis
- Data Analysis Skills
About Company
Takeda is a patient-focused, R&D-driven global biopharmaceutical company committed to bringing Better Health and a Brighter Future.
