Senior Business Analyst

Purple Drive Senior Business AnalystClient: TCSLocation: 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.Key Responsibilities:Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customizationProcess definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersLead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processesLead customer design workshopsOwning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateralGuiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solutionDrafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and advocates for the customer's needs throughout the engagementImplement 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 customersSupport internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical ResourcesDrive customer unit and user-acceptance testing requirements throughout and at key stages of an engagementBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesPrepare all customer-facing deliverables focused on processCollaborate with the engagement manager to monitor for scope creep and resolve critical path technical issuesRoles & Responsibilities:Analysis & Design: Analyze current state processes, identify inefficiencies, and design future-state processes within ServiceNow.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 ServiceNow 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 v4