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Key Skills: PowerBI, HSRD, SQL, Business Analysis, ServiceNow, CSM, Data Analysis, Data Visualization

Roles and Responsibilities:

Support solution implementation and ongoing maintenance across portal, ticketing, chatbot, telephony, reporting, and survey platforms.
Configure and customize ServiceNow solutions based on business requirements, including CSM and HRSD modules.
Perform requirements analysis and documentation; define test cases and support SIT and/or UAT execution.
Facilitate stakeholder workshops and maintain regular communication with business operations to drive consensus on new requests and priorities.
Provide Level 3 support, execute changes tied to rollouts/enhancements/upgrades, and maintain knowledge base content and work instructions.

Skills Required:

5 - 10 years of experience in business analysis, solution implementation, or related fields
ServiceNow administration/configuration with CSM and HRSD experience.
Business analysis skills including requirements gathering, analysis, and documentation.
SQL for complex queries, data validation, and data mapping.
Power BI for data analysis, reporting, and dashboard creation.

Good to Have:

Data analysis and data visualization experience to support service management performance insights.

Education: B.Tech or B.E. (any branch)

Senior Business Analyst