IT Business Analyst (ServiceNow) - #1742
Your tasks
The IT Business Analyst will support the evaluation of ServiceNow as a SaaS CRM platform for case management and customer service operations. The role focuses on understanding business requirements, mapping end-to-end user journeys, developing evaluation scenarios and assessing the platform's ability to meet operational needs.
The successful candidate will work closely with stakeholders from CXD, ISTD, business users and the technical team to validate the platform's functional capabilities and document findings.
- Business Requirements Gathering and Analysis
- Engage business and operational stakeholders to understand existing case management processes, operational challenges and customer service requirements.
- Gather, analyse and document business, functional and operational requirements for the proposed CRM platform.
- Identify key business needs relating to case creation, interaction logging, case assignment, escalation, resolution, supervisor review and closure.
- Translate business requirements into functional specifications, user stories, acceptance criteria and evaluation objectives.
- Identify process gaps, improvement opportunities and dependencies that may affect the suitability of the platform.
- User Journey and Process Mapping
- Map end-to-end case processing workflows, including a major high-volume user journey and relevant escalation scenarios.
- Document business process flows, user roles, responsibilities, decision points, hand-offs and approval requirements.
- Identify opportunities to improve case handling efficiency, cross-team collaboration, operational visibility and customer service outcomes.
- Work with stakeholders to prioritise user journeys and evaluation scenarios based on business importance and the available POC timeframe.
- Test Scenario Design and Business Validation
- Develop business test scenarios, test cases and acceptance criteria to assess the platform's ability to support identified requirements.
- Validate the platform's functional capabilities across case processing, smart triaging and routing, similar case detection, context summarisation and automated customer interaction logging.
- Evaluate operational and management reporting, trend and sentiment analytics, multi-user collaboration and supervisor review or vetting workflows.
- Coordinate user acceptance testing (UAT), business demonstrations, stakeholder reviews and feedback collection.
- Record test results, identify functional gaps and work with the technical team to clarify issues and validate proposed solutions.
- POC Evaluation and Recommendations
- Analyse test results, stakeholder feedback and evaluation data against agreed business requirements and success criteria.
- Assess the platform's strengths, limitations, dependencies and functional gaps in meeting MOM's operational needs.
- Document findings and recommendations, including potential process improvements, outstanding requirements and considerations for future implementation.
- Support the preparation of the final POC assessment to inform business value validation and future implementation decisions.
- Documentation and Knowledge Transfer
- Prepare business requirements documents, process flows, user stories, test scripts, UAT records, evaluation reports and user guides.
- Document business processes, operating procedures and recommended best practices to support future platform adoption.
- Conduct knowledge-sharing sessions and provide guidance to MOM officers on requirements analysis, process mapping, business testing and evaluation methodologies.
- Support the transfer of business and operational knowledge to enable MOM officers to manage and enhance the platform beyond the POC.
Requirements
- Degree or diploma in Business Information Systems, Information Technology, Computer Science, Business Administration or a related discipline.
- Relevant experience in business analysis, requirements gathering, process improvement, system implementation or application testing.
- Experience engaging business stakeholders to elicit, analyse and document business and functional requirements.
- Proficiency in business process mapping, workflow analysis, user story development and acceptance criteria definition.
- Experience preparing test scenarios, test cases, UAT plans, test scripts and evaluation reports.
- Ability to analyse business processes, identify gaps and translate operational needs into system requirements.
- Familiarity with CRM, case management, customer service or workflow automation platforms.
- Experience with ServiceNow or similar enterprise platforms.
- Understanding of AI-assisted business functions, such as intelligent case routing, information summarisation, analytics and sentiment analysis, would be beneficial.
- Strong analytical, problem-solving, communication and stakeholder engagement skills.
- Good documentation skills, with the ability to produce clear and structured business and technical artefacts.
- Experience in user training, knowledge transfer and operational readiness would be advantageous.
- Experience in CRM or AI-enabled case management POCs or implementations, with relevant project references, would be an added advantage.