Business Analyst

We are looking for a proactive and dynamic Business Analyst who goes beyond traditional requirements gathering. This role is pivotal in bridging business needs with technical solutions, ensuring successful delivery and adoption of our ServiceNow Customer Service Management (CSM) platform. The ideal candidate is adaptable, eager to learn, great communicator and committed to applying our methodology.

o Proven track record as a Business Analyst in complex, global environments.

o ServiceNow experience (CSM module preferred; knowledge of our configuration is a strong plus).
o Strong problem-solving skills. o Excellent communication and stakeholder engagement abilities. o Ability to manage multiple priorities and work under pressure. o Familiarity with ITSM/CSM workflows and audit/compliance processes. o Proactive, dynamic, and adaptable. o Willingness to learn and apply organizational methodologies.

BGV:

• Employment with WSP India is subject to the successful completion of a background verification ( BGV ) check conducted by a third-party agency appointed by WSP India.
• Candidates are advised to ensure that all information provided during the recruitment process including documents uploaded is accurate and complete, both to WSP India and its BGV partner .

Requirements Gathering
o Collect, analyze, and document functional and technical requirements. o Ensure alignment of regions to established global standard already rollout - managing expectations.

Stakeholder Management
o Engage with global and regional stakeholders to understand priorities. o Facilitate workshops and maintain clear communication channels.

Communication & Documentation
o Draft clear, concise communications for project updates, process changes, and training materials. o Prepare SOPs, DTPs, and user guides.

Training & Enablement
o Train super users and local champions. o Leverage past training plans (regionalized) and deliver sessions to ensure adoption.

Testing (UAT)
o Design and supervise User Acceptance Testing (UAT) plans. o Coordinate defect tracking and resolution with development teams.

Hypercare Support
o Lead post-go-live hypercare sessions. o Troubleshoot issues, support end-users, and escalate to development teams as needed.