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