Servicenow Bsa

ID: 6850 | 6-8 yrs | Pune | careers
- Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality).
- Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management.
- Help personalize and humanize the customer experience while at the same time accomplishing future business scalability.
- Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication.
- Help uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered to positively influence the customer journey.
- Work with the business, design, engineering, and product teams to create digital transformation experiences for team members and customers.
- Work based on Agile digital execution and communicate across multiple cross teams to ensure successful project delivery.
- Translate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategies.
- Help create customer solutions to affect organizational transformational in the face of a digital-first new landscape.
- Participate in User Acceptance testing and recommend improvements.
- Help to resolve customer incidents & problems
- Build proofs-of-concept (POC) for potential new solutions and technologies by working with product management and engineering teams.
- Overlap with US business hours and participate in Agile ceremonies
- Determines whether the product backlog was delivered correctly.
- Clarify Designs / Stories with developers, UI/UX, QA, and other cross functional teams.
- Enables Dev teams to plan sprints by estimating effort and removing dependencies.

**Qualifications**

**To be successful in this role you have**:

- 6-10 years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences.
- Experience with HR and Applicant Tracking Systems (ATS) SaaS based products(i.e. Workday, SmartRecruiters,.). & Recruiment marketing products, Career Sites
- iCIMS, Beamery, Gem, etc is a plus
- Experience designing optimized customer experiences in either CSM, CRM, or HCM is a favorable plus
- Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem.
- Experience with business process optimization and scalability with CX platforms / solutions.
- Experience analyzing business situations and working within a group environment to provide efficient software solutions.
- Experience in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis.
- Experience completing multiple, complex technical projects.
- Comfortable presenting solutions to large audiences and senior executives in person, virtual, and webinars.
- A willingness to take on tasks that sometimes would fall outside of their scope.
- The ability to create ideas for how our digital experiences can make our customers more successful.