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Job Description:
Responsibilities:
- Assess and anticipate: user and business needs, expectations, and pain points within the ServiceNow ecosystem for both Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules.
- Provide data-driven, prioritized, actionable: recommendations to enhance the user experience across CSM and S2P modules
- Identify gaps: in existing functionality and review requirements with stakeholders across various business functions.
- Communicate Solutions: effectively to relevant stakeholders, ensuring alignment on business changes
- Transform Requirements: from stakeholder feedback into clear, comprehensive, and concise documentation throughout the SDLC
- Conduct Review Sessions: to gain approval of requirements and manage changes using standard control processes
- Create and maintain documentation: and project-related artifacts, specific to CSM and other business areas.
- Develop Comprehensive Plans: for eliciting, documenting, and managing requirements (e.g., Waterfall, Agile, Hybrid)
- Develop Change Rationale: and perform scoping assessments to evaluate the feasibility of process modifications
- Calculate Change Estimates: and produce financial models for cost, savings, and revenue impacts
- Liaise with Quality Assurance: to ensure test plans and results confirm that all business requirements are met
- Facilitate Workshops: and meetings to gather insights, feedback, and user stories from stakeholders and end-users
- Analyze Data: to identify trends and opportunities for process improvement
- Support Configuration: and customization of ServiceNow to meet specific business needs
- Ensure Compliance: with organizational policies and external regulations
- Document and Track Issues: through resolution, capturing lessons learned to refine future implementations
- Work Collaboratively: with IT teams to troubleshoot and resolve system issues efficiently
- Prepare and Deliver Presentations: to communicate findings and recommended actions
- Create User Stories: and acceptance criteria to support agile development processes
- Continuously Monitor Industry Trends: and advancements to identify opportunities for innovation
- Provide training: and support to CSM & S2P users to ensure they can effectively use the ServiceNow CSM & S2P modules.
- Stay updated: with the latest features and best practices related to the CSM & S2P modules and incorporate them into the solutions.
- Use agile engineering practices: and various software development technologies to rapidly develop creative and efficient solutions that enhance the customer experience.
Skills and Qualifications:
- Education: Bachelor's degree or higher in Computer Science/Information technology; or relevant work experience.
- Experience: 6+ years of experience in architecting and designing ServiceNow solutions, with 3+ years specifically focused on Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules
- CSM & Finance Expertise: Strong understanding of CSM & S2P processes and how they can be automated and improved using ServiceNow CSM and S2P modules.
- Business Analysis Skills: Proven ability to analyze and interpret CSM and Finance data, align business strategies, and develop actionable insights
- Technical and Methodological Expertise: Familiarity with Agile, Waterfall, or Hybrid SDLC approaches; able to create user stories, acceptance criteria, and financial models for changes
- Communication: Strong verbal and written skills to articulate business cases, gather user requirements, and collaborate with cross-functional teams
- Industry Awareness: Knowledge of Global Data & Technology's product/service catalog, staying informed on market and industry fundamentals for CSM & S2P
- Collaboration: Solid communication skills for conveying technical solutions, ensuring organizational alignment, and integrating operational KPIs within CSM & Finance
Locations:
IND - Bengaluru
Worker Type:
Employee
Worker Sub-Type:
Regular
Time Type:
Full time
