Join ourIT team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!
Are you dynamic and results-oriented with a passion for logistics Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF) a Great Place to Work certified organization and one of the Top 20 most admired Shared Services Organizations in 2025 by the independent global Shared Services & Outsourcing Network (SSON).
We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,800 colleagues complemented by approximately 400+ virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.
Job Title: Senior Manager - Application Analyst
Job Location: Mumbai
The Application Analyst - ServiceNow is responsible for translating complex business needs into efficient, standardized, and scalable workflow solutions on the ServiceNow platform across Global Service Centres. The role drives business process optimization, automation, and change management by partnering with global stakeholders, ensuring high-quality solution delivery aligned to enterprise standards. The position plays a critical role in enabling continuous improvement, operational excellence, and digital transformation across service lines.
Key Responsibilities:
Strategic & Program Leadership
- Lead, implement, and manage workflow application (GSConnect) Center of Excellence (CoE) initiatives and projects across all GSC centers.
- Drive standardization and adoption of ServiceNow-based workflow solutions across service lines and locations.
- Implement and govern the Change Management Lifecycle across GSC centers and service lines.
- Ensure compliance with organizational policies, procedures, governance standards, and regulatory requirements.
Business Analysis & Requirements Management
- Study existing documentation, systems, and work practices to perform detailed business analysis, identifying both explicit requirements and implicit business needs.
- Validate and challenge Business Requirement Specifications (BRS) submitted by business teams in collaboration with Center OpEx Heads and Service Line Leads.
- Develop comprehensive System Requirement Specifications (SRS) translating business needs into clear functional, non-functional, and technical requirements.
- Identify and document system touchpoints and integrations required to support end-to-end business processes.
- Analyze complex business processes and functional designs, identifying risks, benefits, and optimization opportunities across alternate solution approaches.
Process Design & Optimization
- Develop detailed AS-IS and TO-BE process maps for complex, cross-functional workflows using swim-lane diagrams.
- Apply system and process analysis tools and methodologies to document processes, metrics, and performance gaps.
- Proactively identify opportunities for process re-engineering, automation, and digitization during the solution design phase.
- Ensure alignment between redesigned processes and ServiceNow platform capabilities and best practices.
Solution Delivery & Stakeholder Management
- Work closely with ServiceNow development teams to design and deliver robust, scalable, and sustainable system solutions aligned to requirements and business expectations.
- Plan, coordinate, and oversee design and build activities for change requests (CRs) and projects using structured project management and tracking tools.
- Develop and maintain project plans, milestone tracking, and regular project status reports.
- Obtain formal stakeholder sign-offs at key milestones across the change management lifecycle.
- Ensure stakeholder needs and expectations are met through effective communication, facilitation, and solution alignment.
Testing, Validation & Quality Assurance
- Review and validate detailed test plans, test cases, and scripts based on approved BRS and SRS.
- Oversee User Acceptance Testing (UAT) and other validation activities to ensure delivered solutions meet business requirements.
- Ensure successful project delivery within agreed timelines, scope, and quality standards.
Risk, Issue & Problem Management
- Identify potential risks related to platform design, business processes, integrations, and project delivery.
- Develop and implement risk mitigation strategies to minimize business and delivery impact.
- Facilitate resolution of GSC BOM and problem management activities in coordination with the Support Manager and relevant stakeholders.
Continuous Improvement & Capability Building
- Stay current with ServiceNow platform updates, industry trends, best practices, and emerging technologies.
- Recommend and implement improvements to tools, methodologies, and delivery frameworks.
- Contribute to building long-term ServiceNow and process excellence capability within the GSConnect CoE.
Required Qualification & Skills
- Bachelor's degree in any discipline (Information Technology, Engineering, or Management preferred).
- Certifications such as CBAP (Certified Business Analysis Professional), CSM (Certified ScrumMaster), and/or CSPO (Certified Scrum Product Owner) are preferred.
- ServiceNow certifications (e.g., CSA, CIS - ITSM/Workflow) are an added advantage.
- Minimum 8+ years of experience as an IT Business Analyst, IT Product Manager, Business Process Manager, or in similar roles.
- 4+ years of experience in project management within Agile software development environments.
- Hands-on experience working with enterprise workflow or ITSM platforms, preferably ServiceNow.
- Prior experience working in a shared services environment is a strong advantage.
- Experience using JIRA (JIRA administration experience is an added advantage).
- Proficient in creating process flow diagrams and swim-lane models using MS Visio or similar tools.
- Advanced working knowledge of MS Office and documentation tools.
- Experience in creating mind maps, solution designs, wireframes, and prototypes using tools such as Balsamiq, Mind Manager, or equivalent.
- Familiarity with ServiceNow modules such as ITSM, CMDB, HRSD, CSM, or custom workflows is desirable.
- Strong analytical and problem-solving skills with the ability to quickly understand complex business processes.
- Deep interest and proven experience in business process optimization, dig itization, and automation initiatives.
- Excellent stakeholder management, communication, and facilitation skills across global and cross-functional teams.
- Strong documentation skills with attention to detail and structured thinking.
Join our team at DHL Global Forwarding, Freight (DGFF), Shared Services (GSC), a Great Place to Work certified organization and as a part of a forwarding division, proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.
By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.
#LI-GSC
