ServiceNow BA with CSM

3 days ago

Bengaluru, Karnataka, India First Phoenics Solutions Full time

Job Title: ServiceNow BA with CSM

Location: Bangalore/ Hyderabad/ Chennai

Duration: Contract to Hire

Healthcare/ Pharmaceutical/ Life science domain only

Key Responsibilities:

  • Act as the primary Business Analyst for the implementation of ServiceNow's 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.

Additional Information:

Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives

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