Senior Business Analyst - ServiceNow CSM
Core
Assess and anticipate user and business needs within the ServiceNow ecosystem for Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules, providing data-driven recommendations to enhance user experience.
Role type
Senior Business Analyst (ServiceNow CSM & S2P)
Builds
ServiceNow CSM and S2P module configurations and process improvements
Domain
IT Service Management / Finance Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow CSM module expertise, ServiceNow S2P module expertise, requirement elicitation, financial modeling, process improvement analysis, stakeholder management, documentation, change management, agile methodologies, user story creation, data analysis
Preferred skills
Knowledge of global data and technology product catalogs, industry trend monitoring, training delivery
Technologies
ServiceNow, Agile, Waterfall, Hybrid SDLC
Responsibilities
Assess and anticipate user and business needs within the ServiceNow ecosystem, Provide data-driven, prioritized, actionable recommendations to enhance the user experience, Identify gaps in existing functionality and review requirements with stakeholders, Transform Requirements from stakeholder feedback into clear documentation, Develop Comprehensive Plans for eliciting and managing requirements, Calculate Change Estimates and produce financial models, Liaise with Quality Assurance to ensure test plans meet business requirements, Facilitate Workshops to gather insights and user stories, Analyze Data to identify trends and opportunities for process improvement, Support Configuration and customization of ServiceNow, Provide training and support to CSM & S2P users
Seniority
Senior, hands-on IC
