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 explicit, 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 Use

📌 Senior Business Analyst (Bengaluru)
🏢 Shire
📍 Bengaluru