ServiceNow Business Analyst

Job Title:

Key Responsibilities:

• Act as the primary Business Analyst for the implementation of ServiceNow’s 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.
• Fluent in Spanish; proficiency in Portuguese is a plus but not required.
• Flexibility to work across various time zones to align with global project teams.
• Proven experience leading architectural reviews and engaging with relevant review boards.

Additional Information:

• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives.