Servicenow Business Analyst

JDJob Summary:We are seeking a highly skilled and motivated ServiceNow non-ITSM Functional Consultant or Business Analyst. You will work closely with developers, architects, and customer stakeholders to implement robust ServiceNow solutions related to non-ITSM modules that streamline operations and enhance customer satisfaction.Key Responsibilities:Plan and drive of agenda for requirements workshop for non-ITSM ServiceNow modules like Strategic Portfolio Management (SPM) & Customer Service Management (CSM)......Documentation of configuration requirements and user stories in Agile Development module of ServiceNowReview filled in data templates provided by Customer stakeholders, and guide the stakeholders on data collectionCollaborate with ServiceNow Developers and QA Consultants to ensure that the development and testing is done in accordance with this Statement of workPerform Functional Testing on the non-production instance before handing over to the QA Consultant for QA TestingReview and validate design and FRS deliverablesProvide training to customer SMEs on features of ServiceNow HSRD ModuleProvide inputs to Project Manager on activities, risks, issues, solutionsDemonstrate and validate that the system performs both functionally and technically in accordance with the agreed configurationsEnsure that scope deviation requests are documented and handed over to Project manager to be discussed in Steering CommitteeParticipate in UAT with Customer stakeholders and drive the test cases with the UAT testers.Document all defects during UAT and collaborate with Technical Consultant for defect fixes and retesting.Required Skills & Certifications:Working experience of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.Working experience of SPM applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard, Financial management, Strategic Planning workspace, Resource management workspace, Project portfolio workspaces.Working experience of OOB and Custom GenAI use cases for CSM & SPM.Ability to engage with stakeholders such as service delivery / business leaders and associates.Ability to independently conduct workshops with stakeholders and provide options and recommendations.Excellent communication and documentation skills.Below ServiceNow certifications are preferred.Certified System AdministratorCertified Application DeveloperCIS – Customer Service ManagementCIS – Strategic Portfolio ManagementITIL certification is a plus