Business Analyst - ServiceNow

Description:

Job Title: ServiceNow Business Analyst

Exp: 5-8Yrs relevant experience in ServiceNow BA with CSM in Healthcare/ Pharmaceutical/ Life science domain.

Location: Bangalore/ Hyderabad/ Chennai.

Primary Skills: ServiceNow BA, CSM Module, Certification in Product Management/ServiceNow, Supply chain and inventory vertical in Healthcare / Life science domain(Sample profile attached).

Key Responsibilities:

- Act as the primary Business Analyst for the implementation of ServiceNows Customer Service Management (CSM) module.

- Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution.

- Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items.

- Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence).

- Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT).

- Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow.

- Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs.

- Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders.

- Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions.

- Document weekly status reports and communications using Microsoft PowerPoint and Excel.

- Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives.

Qualifications:

- 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM.

- Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module.

- Experience with ServiceNow is mandatory; familiarity with ServiceNow Contact Center solutions is a plus.

- Experience working on complex IT-led projects across multiple workstreams.

- Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations.

- Excellent communication in English, both Vocal and written (Mandatory).

- Fluent in Spanish; proficiency in Portuguese is a plus but not required (Optional).

- Flexibility to work across various time zones to align with global project teams.

- Proven experience leading architectural reviews and engaging with relevant review boards