Senior Manager – Application Analyst (ServiceNow)

Key Responsibilities

Strategic & Program Leadership

• Lead, implement, and manage workflow application (GSConnect) Center of Excellence (CoE) initiatives and projects across all GSC centers.
• Drive standardization and adoption of ServiceNow-based workflow solutions across service lines and locations.
• Implement and govern the Change Management Lifecycle across GSC centers and service lines.
• Ensure compliance with organizational policies, procedures, governance standards, and regulatory requirements.

Business Analysis & Requirements Management

• Study existing documentation, systems, and work practices to perform detailed business analysis, identifying both explicit requirements and implicit business needs.
• Validate and challenge Business Requirement Specifications (BRS) submitted by business teams in collaboration with Center OpEx Heads and Service Line Leads.
• Develop comprehensive System Requirement Specifications (SRS) translating business needs into clear functional, non-functional, and technical requirements.
• Identify and document system touchpoints and integrations required to support end-to-end business processes.
• Analyze complex business processes and functional designs, identifying risks, benefits, and optimization opportunities across alternate solution approaches.

Process Design & Optimization

• Develop detailed AS-IS and TO-BE process maps for complex, cross-functional workflows using swim-lane diagrams.
• Apply system and process analysis tools and methodologies to document processes, metrics, and performance gaps.
• Proactively identify opportunities for process re-engineering, automation, and digitization during the solution design phase.
• Ensure alignment between redesigned processes and ServiceNow platform capabilities and best practices.

Solution Delivery & Stakeholder Management

• Work closely with ServiceNow development teams to design and deliver robust, scalable, and sustainable system solutions aligned to requirements and business expectations.
• Plan, coordinate, and oversee design and build activities for change requests (CRs) and projects using structured project management and tracking tools.
• Develop and maintain project plans, milestone tracking, and regular project status reports.
• Obtain formal stakeholder sign-offs at key milestones across the change management lifecycle.
• Ensure stakeholder needs and expectations are met through effective communication, facilitation, and solution alignment.

Testing, Validation & Quality Assurance

• Review and validate detailed test plans, test cases, and scripts based on approved BRS and SRS.
• Oversee User Acceptance Testing (UAT) and other validation activities to ensure delivered solutions meet business requirements.
• Ensure successful project delivery within agreed timelines, scope, and quality standards.

Risk, Issue & Problem Management

• Identify potential risks related to platform design, business processes, integrations, and project delivery.
• Develop and implement risk mitigation strategies to minimize business and delivery impact.
• Facilitate resolution of GSC BOM and problem management activities in coordination with the Support Manager and relevant stakeholders.

Continuous Improvement & Capability Building

• Stay current with ServiceNow platform updates, industry trends, best practices, and emerging technologies.
• Recommend and implement improvements to tools, methodologies, and delivery frameworks.
• Contribute to building long-term ServiceNow and process excellence capability within the GSConnect CoE.

Qualification & Requirements

• Bachelor’s degree in any discipline (Information Technology, Engineering, or Management preferred).
• Certifications such as CBAP (Certified Business Analysis Professional), CSM (Certified ScrumMaster), and/or CSPO (Certified Scrum Product Owner) are preferred.
• ServiceNow certifications (e.g., CSA, CIS – ITSM/Workflow) are an added advantage.
• Minimum 8+ years of experience as an IT Business Analyst, IT Product Manager, Business Process Manager, or in similar roles.
• 4+ years of experience in project management within Agile software development environments.
• Hands-on experience working with enterprise workflow or ITSM platforms, preferably ServiceNow.
• Prior experience working in a shared services environment is a strong advantage.
• Experience using JIRA (JIRA administration experience is an added advantage).
• Proficient in creating process flow diagrams and swim-lane models using MS Visio or similar tools.
• Advanced working knowledge of MS Office and documentation tools.
• Experience in creating mind maps, solution designs, wireframes, and prototypes using tools such as Balsamiq, Mind Manager, or equivalent.
• Familiarity with ServiceNow modules such as ITSM, CMDB, HRSD, CSM, or custom workflows is desirable.
• Strong analytical and problem-solving skills with the ability to quickly understand complex business processes.
• Deep interest and proven experience in business process optimization, digitization, and automation initiatives.
• Excellent stakeholder management, communication, and facilitation skills across global and cross-functional teams.
• Strong documentation skills with attention to detail and structured thinking.

Benefits

No information available.