Job Description:

Role Purpose: Servienow BA. ServiceNow Business Analyst (Min Experience 5 years of BA experience).

- Gather, analyze, and document business requirements for ServiceNow implementations across ITSM, ITOM, CSM, OMT and other modules.

- Translate business needs into functional specifications, user stories, and workflows while ensuring alignment with best practices.

- Collaborate with stakeholders, developers, and architects to design and optimize ServiceNow solutions that enhance business processes.

- Manage and prioritize the ServiceNow requirements backlog, ensuring alignment with business goals and stakeholder expectations.

- Conduct gap analysis, identify areas for improvement, and recommend process automation and efficiency enhancements.

- Support testing, UAT, and deployment by validating solutions, troubleshooting issues, and ensuring successful adoption.

- Lead Agile/Scrum ceremonies, including backlog grooming, sprint planning, and daily stand-ups, to ensure smooth project execution.

- Develop reports, dashboards, and performance analytics to provide insights into platform usage and process effectiveness.

- Act as a liaison between business and technical teams, ensuring clear communication and alignment on project goals.

Do:

- Oversee and support process by reviewing daily transactions on performance parameters.

- Review performance dashboard and the scores for the team.

- Support the team in improving performance parameters by providing technical support and process guidance.

- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.

- Ensure standard processes and procedures are followed to resolve all client queries.

- Resolve client queries as per the SLAs defined in the contract.

- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting.

- Document and analyze call logs to spot most occurring trends to prevent future problems.

- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.

- Ensure all product information and disclosures are given to clients before and after the call/email requests.

- Avoids legal challenges by monitoring compliance with service agreements.

- Handle technical escalations through effective diagnosis and troubleshooting of client queries.

- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements.

- If unable to resolve the issues, timely escalate the issues to TA & SES.

- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.

- Troubleshoot all client queries in a user-friendly, courteous and professional manner.

- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business.

- Organize ideas and effectively communicate oral messages appropriate to listeners and situations.

- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs.

- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.

- Mentor and guide Production Specialists on improving technical knowledge.

- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist.

- Develop and conduct trainings (Triages) within products for production specialist as per target.

- Inform client about the triages being conducted.

- Undertake product trainings to stay current with product features, changes and updates.

- Enroll in product specific and any other trainings per client requirements/recommendations.

- Identify and document most common problems and recommend appropriate resolutions to the team.

- Update job knowledge by participating in self learning opportunities and maintaining personal networks.

Mandatory Skills: ServiceNow SaaS .

Experience: 5-8 Years .