ServiceNow Business Analyst

JC 95516

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 SLA's 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 SLA's

͏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 .