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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 modulesIdentify gaps in existing functionality and review requirements with stakeholders across various business functions.Communicate Solutions effectively to relevant stakeholders, ensuring alignment on business changesTransform Requirements from stakeholder feedback into clear, comprehensive, and concise documentation throughout the SDLCConduct Review Sessions to gain approval of requirements and manage changes using standard control processesCreate 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 modificationsCalculate Change Estimates and produce financial models for cost, savings, and revenue impactsLiaise with Quality Assurance to ensure test plans and results confirm that all business requirements are metFacilitate Workshops and meetings to gather insights, feedback, and user stories from stakeholders and end-usersAnalyze Data to identify trends and opportunities for process improvementSupport Configuration and customization of ServiceNow to meet specific business needsEnsure Compliance with organizational policies and external regulationsDocument and Track Issues through resolution, capturing lessons learned to refine future implementationsWork Collaboratively with IT teams to troubleshoot and resolve system issues efficientlyPrepare and Deliver Presentations to communicate findings and recommended actionsCreate User Stories and acceptance criteria to support agile development processesContinuously Monitor Industry Trends and advancements to identify opportunities for innovationProvide 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) modulesCSM & 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 insightsTechnical and Methodological Expertise: Familiarity with Agile, Waterfall, or Hybrid SDLC approaches; able to create user stories, acceptance criteria, and financial models for changesCommunication: Strong verbal and written skills to articulate business cases, gather user requirements, and collaborate with cross-functional teamsIndustry Awareness: Knowledge of Global Data & Technology’s product/service catalog, staying informed on market and industry fundamentals for CSM & S2PCollaboration: Solid communication skills for conveying technical solutions, ensuring organizational alignment, and integrating operational KPIs within CSM & Finance

LocationsIND - Bengaluru

Worker TypeEmployee

Worker Sub-TypeRegular

Time TypeFull time