Senior Business Analyst

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)