Senior Business Analyst - ServiceNow CSM

<p>By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s <a href="https://jobs.takeda.com/privacynotice" target="_blank">Privacy Notice</a> and <a href="https://www.takeda.com/terms-and-conditions/" target="_blank">Terms of Use</a>.  I further attest that all information I submit in my employment application is true to the best of my knowledge.</p><p></p><p style="text-align:inherit"></p><h2><b>Job Description</b></h2><p style="text-align:inherit"></p><div><div><p><b><span>Responsibilities</span></b></p><ul><li><b>Assess and anticipate</b> 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.</li><li><b>Provide data-driven, prioritized, actionable</b> recommendations to enhance the user experience across CSM and S2P modules</li><li><b>Identify gaps</b> in existing functionality and review requirements with stakeholders across various business functions.</li><li><b>Communicate Solutions</b> effectively to relevant stakeholders, ensuring alignment on business changes</li><li><b>Transform Requirements</b> from stakeholder feedback into clear, comprehensive, and concise documentation throughout the SDLC</li><li><b>Conduct Review Sessions</b> to gain approval of requirements and manage changes using standard control processes</li><li><b>Create and maintain documentation</b> and project-related artifacts, specific to CSM and other business areas.</li><li><b>Develop Comprehensive Plans</b> for eliciting, documenting, and managing requirements (e.g., Waterfall, Agile, Hybrid)</li><li><b>Develop Change Rationale</b> and perform scoping assessments to evaluate the feasibility of process modifications</li><li><b>Calculate Change Estimates</b> and produce financial models for cost, savings, and revenue impacts</li><li><b>Liaise with Quality Assurance</b> to ensure test plans and results confirm that all business requirements are met</li><li><b>Facilitate Workshops</b> and meetings to gather insights, feedback, and user stories from stakeholders and end-users</li><li><b>Analyze Data</b> to identify trends and opportunities for process improvement</li><li><b>Support Configuration</b> and customization of ServiceNow to meet specific business needs</li><li><b>Ensure Compliance</b> with organizational policies and external regulations</li><li><b>Document and Track Issues</b> through resolution, capturing lessons learned to refine future implementations</li><li><b>Work Collaboratively</b> with IT teams to troubleshoot and resolve system issues efficiently</li><li><b>Prepare and Deliver Presentations</b> to communicate findings and recommended actions</li><li><b>Create User Stories</b> and acceptance criteria to support agile development processes</li><li><b>Continuously Monitor Industry Trends</b> and advancements to identify opportunities for innovation</li><li><b>Provide training</b> and support to CSM &amp; S2P users to ensure they can effectively use the ServiceNow CSM &amp; S2P modules.</li><li><b>Stay updated</b> with the latest features and best practices related to the CSM &amp; S2P modules and incorporate them into the solutions.</li><li><b>Use agile engineering practices</b> and various software development technologies to rapidly develop creative and efficient solutions that enhance the customer experience.</li></ul><p></p><p><b><span>Skills and Qualifications</span></b></p><ul><li><b>Education</b>: Bachelor’s degree or higher in Computer Science/Information technology; or relevant work experience.</li><li><b>Experience</b>: 6&#43; years of experience in architecting and designing ServiceNow solutions, with 3&#43; years specifically focused on Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules</li><li><b>CSM &amp; Finance Expertise:</b> Strong understanding of CSM &amp; S2P processes and how they can be automated and improved using ServiceNow CSM and S2P modules.</li></ul><ul><li><b>Business Analysis Skills</b>: Proven ability to analyze and interpret CSM and Finance data, align business strategies, and develop actionable insights</li><li><b>Technical and Methodological Expertise</b>: Familiarity with Agile, Waterfall, or Hybrid SDLC approaches; able to create user stories, acceptance criteria, and financial models for changes</li><li><b>Communication</b>: Strong verbal and written skills to articulate business cases, gather user requirements, and collaborate with cross-functional teams</li><li><b>Industry Awareness</b>: Knowledge of Global Data &amp; Technology’s product/service catalog, staying informed on market and industry fundamentals for CSM &amp; S2P</li><li><b>Collaboration</b>: Solid communication skills for conveying technical solutions, ensuring organizational alignment, and integrating operational KPIs within CSM &amp; Finance</li></ul></div></div><p></p><p style="text-align:inherit"></p><h2><b>Locations</b></h2>IND - Bengaluru<p style="text-align:inherit"></p><h2><b>Worker Type</b></h2>Employee<p style="text-align:inherit"></p><h2><b>Worker Sub-Type</b></h2>Regular<p style="text-align:inherit"></p><h2><b>Time Type</b></h2>Full time