Service Management Business Analyst

We're looking for a skilled Service Management Business Analyst to join our customer experience team. You'll partner with collaborators and project teams to implement new ServiceNow/Service HUB functionality, focusing on efficient and cost-effective service onboarding.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field. Master's degree preferred or equivalent experience.
• Should have a minimum of 3-5 years of relevant experience as a Business Analyst within a Service Management portfolio.
• Hands-on experience with the ServiceNow platform, including a solid understanding of its functionalities and applications within service management.
• Proven expertise in business analysis processes and methodologies, including data exploration and translating business needs into actionable solutions.
• Solid understanding of the Service Management lifecycle and process optimization (ITIL certification a plus).
• Cross-Systems Understanding: Knowledge of inter-relationships between systems within global business processes.
• Communication: Excellent verbal and written communication skills in English.
• Process Improvement: demonstrated ability to define, re-engineer, and improve business processes for enhanced efficiency, effectiveness, and customer satisfaction.
• Agile Project Delivery: Experience managing and contributing to Agile projects, ensuring efficient and on-time delivery within scope.
• Customer Management: Proficiency in working directly with business customers and service owners to gather requirements and ensure alignment with business goals.
• Service Management Tools: Experience with Service Management toolsets and portals, with specific knowledge of ServiceNow highly desirable.
• Business Process Understanding: Comprehensive understanding of end-to-end business processes, with the ability to analyze and optimize them.
• Budget Management: Experience working within allocated budgets and managing project forecasts.
• Analytical Thinking: Strong analytical skills, including the ability to analyze complex systems, identify issues, propose data-driven solutions, evaluate information from various sources, resolve conflicts, and translate high-level information into actionable insights.

Benefits

• Major medical coverage + policy exclusions and insurance non-medical limit.
• Educational Assistance.
• Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Parents/Parents in Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Free Cab Transport Facility for all employees;
• One-Time Meal provided to all employees as per shift.
• Night shift allowances.