Senior Business Analyst - ServiceNow CSM

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:

  Bachelor’s 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 & Technology’s 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

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