Business Systems Analyst ( Service Now )

The Enterprise Service Management team supports and maintains the UKG ServiceNow application environments.

The role encompasses entry level customer service skills to assist end users on their ServiceNow incidents or tasks and work with the Enterprise ServiceNow Team on platform projects and enhancement requests.
Working with the Enterprise ServiceNow Platform team, requests are vetted, reviewed, and documented into Agile stories for future development. The position is responsible for the functional and user testing completion of ServiceNow work that originates from incidents to enhancements, or from our portfolio projects.
This position is in our Noida, India location.

3 days in office required every week

Work hours: 3:00 PM 00:00 AM ISTJob Responsibilities

Participates in requirements gathering sessions on assigned demand intake requests assigned, collaborates with ESM team members and business stakeholders, documentation of requirements following existing requirements gathering and documentation policies and standards.

Creation of Enhancement to story of business requirements using available templates.

Responsible for representing the story to Story & Architecture Review sessions.

Responsible for keeping business records up to date and for communicating status to end users.

Responsible for assigned functional and user acceptance testing tasks to support both the development workstreams defined for the ESM team; evaluate and document test cases, including regression for both functional and user acceptance test scenarios.

Assists with User Acceptance Testing execution and validation and resolution of defects for ongoing ESM team projects.

Follow the implemented Demand management processes to meet department and business stakeholders expectations.

Participate in team activities regularly to understand business needs and challenges and facilitate continual improvements on ServiceNow.

Collaborate with business users on configuration, implementation, and upgrade of ServiceNow to obtain performance needs.

Provide demand management and testing support to business user issues, for ServiceNow aligned to support SLAs and meet CSAT targets.

Support the creation and maintenance of documentation (use and create functional/design requirements, change requests, code documentation, test plan, strategy, and steps)

Provide show-back on new/existing functionality to key business users, as well as end users.

Create Agile stories and Acceptance criteria to build test steps to support work.

Generate reports, analyze data, and present conclusions that give the team visibility on both manual and automated testing.

Supplies test-related information (test/debug times, yields) to Manufacturing Engineering group for product routing creation and update

Develops good knowledge of ServiceNow and business processes and uses the knowledge to help design automated testing