Role & responsibilities

Key Responsibilities

1. Entitlement Case Handling (via Agent AI)

- Manage and analyse entitlement-related cases created through Agent AI.

- Validate case details, entitlement conditions, and correlating customer data.

- Ensure Agent AI responses align with business rules and entitlement logic.

- Recommend improvements to conversational flows, AI prompts, and case classification rules.

1. Decision Automation Based on Entitlement Dashboard

- Interpret and analyse data from the Entitlement Dashboard to support automated decision-making.

- Define and maintain business rules, conditions, and logic flows for automation.

- Identify repetitive tasks and collaborate with technical teams to implement automation.

- Work with stakeholders to validate rule accuracy and compliance.

1. Intelligent Case Routing

- Define routing criteria for cases related to Orders, Pricing Helpdesk, and the Development Licensing Team.

- Ensure cases are routed based on data-driven rules and predefined scenarios.

- Monitor routing accuracy and continuously refine routing logic.





- Work with ServiceNow teams to configure or adjust routing workflows, assignment groups, and decision trees.

1. Requirement Gathering & Documentation

- Conduct workshops with business teams to understand entitlement processes and exceptions.

- Document BRDs, process flows, user stories, acceptance criteria, and functional specifications.

- Maintain up-to-date process documentation for entitlement handling.

1. Cross-Functional Collaboration

- Work closely with Order Management, Licensing, Pricing, and Product teams.

- Liaise with ServiceNow functional and technical teams for implementation or enhancements.

- Support UAT, test scenario creation, and validation of automation logic.

1. Continuous Improvement

- Identify gaps, bottlenecks, and inaccuracies in entitlement workflows.

- Provide insights on improving Agent AI accuracy and case automation quality.

- Recommend optimization strategies based on trends and analytics.

📌 Servicenow Business Analyst (Hyderabad)
🏢 Coforge
📍 Hyderabad