ServiceNow Business Analyst

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 . (ref:iimjobs.com)