AddressSENIOR SPECIALIST
Pune
2.5-5 Years
INDIA
Job Description (Posting).
The Service Now Business Analyst will be responsible for:
1. Engaging with business stakeholders to understand their business needs and to outline detailed requirements.
2. Collaborating with development teams and stakeholders to craft solutions, enhancing existing product functionality.
3. Interacts with Client and account teams as required to agree the Foundation Data, solutions to issues.
4. Drafting ServiceNow requirements and solutions documentation, producing product training and support collateral.
5. Participate in the development and grooming of Agile User Stories.
6. Manages the development of agreed solutions required to address unique Client needs working with the technical teams to agree a resolution to delivery issues.
7. Act as a liaison between the customer and the development team to drive the technical implementation, translate customer requirements to internal systems and processes, and help on-board new customer accounts onto the ServiceNow platform
8. Documentation of workflow, leveraging third party tools and technology.
9. Working closely and collaboratively with development and QA teams to ensure optimal quality throughout ServiceNow s software development lifecycle.
10. Participation in the QA (Testing) lifecycle to validate solution has met requirements as documented and providing feedback on testing results.
11. Conducting needs assessments calls and product demonstrations with prospective customers.
12. Able to effectively facilitate user group sessions, requirements gathering workshops with a variety of participants from both business and technology.
13. Operates as a liaison between technical personnel and the appropriate Client and / or account teams.
14. Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved.
15. Supports team information sharing and on-boarding of colleagues as the team grows.
16. Provides input on processes, procedures, or new approaches.
17. Have the ability to work independently and be very focused on meeting deadlines and exceeding customer expectations.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
1. Engaging with business stakeholders to understand their business needs and to outline detailed requirements.
2. Collaborating with development teams and stakeholders to craft solutions, enhancing existing product functionality.
3. Interacts with Client and account teams as required to agree the Foundation Data, solutions to issues.
4. Drafting ServiceNow requirements and solutions documentation, producing product training and support collateral.
5. Participate in the development and grooming of Agile User Stories.
6. Manages the development of agreed solutions required to address unique Client needs working with the technical teams to agree a resolution to delivery issues.
7. Act as a liaison between the customer and the development team to drive the technical implementation, translate customer requirements to internal systems and processes, and help on-board new customer accounts onto the ServiceNow platform
8. Documentation of workflow, leveraging third party tools and technology.
9. Working closely and collaboratively with development and QA teams to ensure optimal quality throughout ServiceNow s software development lifecycle.
10. Participation in the QA (Testing) lifecycle to validate solution has met requirements as documented and providing feedback on testing results.
11. Conducting needs assessments calls and product demonstrations with prospective customers.
12. Able to effectively facilitate user group sessions, requirements gathering workshops with a variety of participants from both business and technology.
13. Operates as a liaison between technical personnel and the appropriate Client and / or account teams.
14. Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved.
15. Supports team information sharing and on-boarding of colleagues as the team grows.
16. Provides input on processes, procedures, or new approaches.
17. Have the ability to work independently and be very focused on meeting deadlines and exceeding customer expectations.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
No. of Positions
1
Skill (Primary)
CFS-Platform Engineering-ITSM Platform
Auto req ID
1391808BR
