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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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