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Pacer Staffing · 6 hours ago

Senior Business Analyst ( Business Process Consultant)

San Jose, CA

Contract

Hybrid

Senior Level, Lead/Staff

10+ years exp

Pacer Staffing is seeking a Senior Business Analyst (Business Process Consultant) to work with customers on achieving their business outcomes through the ServiceNow platform. The role involves providing prescriptive guidance, leading workshops, and supporting customers in transitioning business requirements to configuration requirements, ultimately driving customer satisfaction and business growth.

Human ResourcesStaffing Agency

Hiring Manager

Keshav Mishra

Responsibilities

Be the process expert in how to best support by using ServiceNow products using ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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

Analyze current state processes, identify inefficiencies, and design future-state processes within ServiceNow

Collaborate with clients, sponsors, and stakeholders to understand challenges and align solutions with business goals

Lead workshops to translate business requirements into functional specifications and user stories for the delivery team

Act as a Subject Matter Expert (SME) on ServiceNow capabilities, guiding customers towards configuration over customization

Work with technical teams, provide input on testing, and support UAT and deployment

Conduct training, provide mentorship, and support change management to ensure successful user adoption

Create process documentation, user stories, acceptance criteria, and functional design documents

Qualification

ServiceNowBusiness Process ImprovementStakeholder EngagementRequirement GatheringITIL v4IT Service ManagementIT Asset ManagementCustomer Service ManagementTraining & AdoptionImplementation SupportDocumentation

Required

10+ years of experience in business analysis or consulting roles

Expertise in ServiceNow capabilities and best practices

Experience with IT Service Management (ITSM) & ITIL processes (Incident, Change, Problem, etc.)

Experience with IT Asset Management (ITAM – HAM/SAM)

Experience with IT Operations Management (ITOM)

Experience with CMDB /CSDM

Experience with Customer Service Management (CSM)

Experience with Field Services Management (FSM)

Certifications: CIS – ITSM, CIS-HAM, CIS-SAM, CIS-DF, CIS – CSM or CIS – FSM

Certification: CSA

Certification: ITIL v4

Ability to lead workshops and translate business requirements into functional specifications

Strong stakeholder engagement and collaboration skills

Ability to conduct training and support change management

Experience in documentation creation including process documentation, user stories, acceptance criteria, and functional design documents

Benefits

Expenses will be reimbursed at actuals by TCS

Company

Pacer Staffing

Pacer is minority women owned global IT and professional Services and staffing firm serving Fortune 1000 clients with customized and scalable workforce solutions.

Founded in 2008

Miami, Florida, USA

1001-5000 employees