ServiceNow Business Analyst

3 days ago

Hyderabad, India First Phoenics Solutions Full time

Job Title : ServiceNow Business Analyst (HLS).Exp : 5-8Yrs relevant experience in ServiceNow BA with CSM in Healthcare/ Pharmaceutical/ Life science domain.Location : Bangalore/ Hyderabad/ Chennai.Primary Skills : ServiceNow BA, CSM Module, Certification in Product Management/ServiceNow, Supply chain and inventory vertical in Healthcare / Life science domain(Sample profile attached).Key Responsibilities :- Act as the primary Business Analyst for the implementation of ServiceNows 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.- Excellent communication in English, both Vocal and written (Mandatory).- Fluent in Spanish; proficiency in Portuguese is a plus but not required (Optional).- Flexibility to work across various time zones to align with global project teams.- Proven experience leading architectural reviews and engaging with relevant review boards. (ref:hirist.tech)

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