Senior Business Analyst

Client: TCS

Location: San Jose, CA (Remote) with 20% to 30% Travel (Travel Expenses will be reimbursed)The Senior Business Process Consultant works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

Key Responsibilities: Be the process expert in how to best support by using Service Now products using Service Now best practices focused on configuration vs. customization Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders Lead customers in their efforts to take advantage of the Service Now capabilities in their efforts to improve their processes Lead customer design workshops Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now standard materials and collateral Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them Guides and advocates for the customer's needs throughout the engagement Implement the latest Service Now AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes Prepare all customer-facing deliverables focused on process Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues

Roles & Responsibilities: Analysis & Design: Analyze current state processes, identify inefficiencies, and design future-state processes within Service Now. Stakeholder Engagement: Collaborate with clients, sponsors, and stakeholders to understand challenges and align solutions with business goals. Requirement Gathering: Lead workshops to translate business requirements into functional specifications and user stories for the delivery team. Platform Expertise: Act as a Subject Matter Expert (SME) on Service Now capabilities, guiding customers towards configuration over customization. Implementation Support: Work with technical teams, provide input on testing, and support UAT and deployment. Training & Adoption: Conduct training, provide mentorship, and support change management to ensure successful user adoption. Documentation: Create process documentation, user stories, acceptance criteria, and functional design documents.

Certifications: CIS – ITSM, CIS-HAM, CIS-SAM, CIS-DF, CIS – CSM or CIS – FSMCSAITIL v 4