Business Systems Analyst
Business Systems Analyst
Posted on :
19-12-2024
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-12-2024
Job Description
For over 15 years Trilyon has been at the forefront of providing comprehensive global workforce solutions and staffing services. Leveraging our extensive expertise across multiple domains such as Cloud technology Salesforce AI Machine Learning and Technical Writing we consistently exceed expectations in catering to a wide range of requirements.
Currently we are seeking a Business Systems Analyst for one of our clients that is a leading multination corporation
Description:
Job Title:Business Systems Analyst
Work Location:100% Onsite Santa Clara CA office
Duration: 6 Plus Months Contract
Job Description:
Client is looking for a highly motivated Business Systems Analyst (BSA) to join our Customer Experience (CX) organization which includes key departments such as Global Technical Support Service Logistics Professional Services and Customer Success among others. This role is critical in optimizing business processes across these teams with a particular focus on leveraging ServiceNow functionalities to enhance efficiency and alignment.
Client is looking for a highly motivated Business Systems Analyst (BSA) to join our Customer Experience (CX) organization which includes key departments such as Global Technical Support Service Logistics Professional Services and Customer Success among others. This role is critical in optimizing business processes across these teams with a particular focus on leveraging ServiceNow functionalities to enhance efficiency and alignment.
The ideal candidate will bring a strong blend of technical expertise analytical skills and communication abilities to manage complex system enhancements lead design thinking workshops and work closely with both business partners and development teams in an agile environment.
In this role the BSA will streamline backlog management prioritize system enhancements and improve operations across the CX organization ensuring that department goals are aligned transparent and managed effectively despite competing priorities and resource constraints.
Key Responsibilities:
Stakeholder Engagement & Prioritization:
Act as the primary liaison between CX Services business stakeholders and development teams aligning priorities and fostering collaborative relationships.
Lead regular stakeholder sessions to drive involvement in the prioritization process ensuring all CX partners are actively engaged and aligned with organizational goals.
Manage expectations by transparently communicating progress on ServiceNow enhancements clarifying how different priorities intersect complement or conflict.
Maintain detailed backlog visibility in ServiceNow to help business partners understand request progression and prioritization.
Stakeholder Engagement & Prioritization:
Act as the primary liaison between CX Services business stakeholders and development teams aligning priorities and fostering collaborative relationships.
Lead regular stakeholder sessions to drive involvement in the prioritization process ensuring all CX partners are actively engaged and aligned with organizational goals.
Manage expectations by transparently communicating progress on ServiceNow enhancements clarifying how different priorities intersect complement or conflict.
Maintain detailed backlog visibility in ServiceNow to help business partners understand request progression and prioritization.
Process Design & Improvement:
Conduct indepth analyses of current business processes across CX operations including Professional Services Customer Success Global Technical Services and other CX units to identify gaps and propose streamlined efficient solutions.
Work with crossfunctional teams within CX such as Global Delivery Operations Project Management Office and Service Engineering to design and improve workflows that enhance service delivery aligning with the broader objectives of the CX organization.
Collaborate with Customer Success Managers (CSMs) and Technical Support teams to optimize support processes in ServiceNow ensuring seamless integration of tools and workflows that enhance the customer experience.
Partner with Project Managers and development teams to drive key system enhancements leveraging ServiceNows capabilities to support proactive monitoring case management and customer success initiatives.
Support the optimization of Service Logistics and Return Merchandise Authorization (RMA) dispatching processes ensuring smooth coordination and integration across Salesforce ServiceNow and SAP to improve hardware dispatch tracking and fulfillment workflows.
Lead efforts to improve and automate service delivery processes across CX enhancing communication efficiency and alignment among all CX stakeholders and business partners.
Conduct indepth analyses of current business processes across CX operations including Professional Services Customer Success Global Technical Services and other CX units to identify gaps and propose streamlined efficient solutions.
Work with crossfunctional teams within CX such as Global Delivery Operations Project Management Office and Service Engineering to design and improve workflows that enhance service delivery aligning with the broader objectives of the CX organization.
Collaborate with Customer Success Managers (CSMs) and Technical Support teams to optimize support processes in ServiceNow ensuring seamless integration of tools and workflows that enhance the customer experience.
Partner with Project Managers and development teams to drive key system enhancements leveraging ServiceNows capabilities to support proactive monitoring case management and customer success initiatives.
Support the optimization of Service Logistics and Return Merchandise Authorization (RMA) dispatching processes ensuring smooth coordination and integration across Salesforce ServiceNow and SAP to improve hardware dispatch tracking and fulfillment workflows.
Lead efforts to improve and automate service delivery processes across CX enhancing communication efficiency and alignment among all CX stakeholders and business partners.
Backlog & Enhancement Management:
Work closely with PMs Product Owners and technical teams to translate highlevel business requirements into detailed user stories epics and actionable tasks for system enhancements in ServiceNow.
Use tools such as ServiceNow Jira and Aha! to manage backlogs capture requirements and track enhancement progress.
Conduct research and interviews to fully understand business needs ensuring all enhancements are aligned with CX Services strategic goals and provide measurable value.
Oversee user acceptance testing (UAT) to validate that enhancements meet business expectations prior to deployment.
Work closely with PMs Product Owners and technical teams to translate highlevel business requirements into detailed user stories epics and actionable tasks for system enhancements in ServiceNow.
Use tools such as ServiceNow Jira and Aha! to manage backlogs capture requirements and track enhancement progress.
Conduct research and interviews to fully understand business needs ensuring all enhancements are aligned with CX Services strategic goals and provide measurable value.
Oversee user acceptance testing (UAT) to validate that enhancements meet business expectations prior to deployment.
Design Thinking & Agile Transformation:
Champion design thinking facilitating workshops to reveal underlying business needs drive collaboration and innovate solutions within the ServiceNow platform.
Support the adoption of agile methodologies within CX Services embedding iterative usercentric processes focused on delivering impactful solutions efficiently.
Champion design thinking facilitating workshops to reveal underlying business needs drive collaboration and innovate solutions within the ServiceNow platform.
Support the adoption of agile methodologies within CX Services embedding iterative usercentric processes focused on delivering impactful solutions efficiently.
Education:
Bachelors degree in Information Systems Business Administration or a related field preferred.
Bachelors degree in Information Systems Business Administration or a related field preferred.
Experience:
5 years of experienceas a Business Systems Analyst with cloudbased enterprise applications in fastpaced environments.
Direct experience with Professional Services or customerfacing organizations with complex operational requirements.
Proficiency in integrating ServiceNow with other enterprise applications (e.g. SAP Master Data Management Salesforce).
Handson experience with ServiceNow particularly modules like Customer Service Management (CSM) Strategic Portfolio Management (SPM) and Field Service Management (FSM).
Proven ability to manage complex backlogs using ServiceNow Jira and Aha! balancing competing priorities effectively.
Familiarity with design thinking methodologies and experience leading workshops to encourage innovative usercentered design.
Strong understanding of agile frameworks (e.g. SAFe) and proven success in guiding teams through agile transformation.
Demonstrated skills in analyzing complex processes gathering requirements and translating them into actionable epics and user stories.
Excellent interpersonal and communication skills with a track record of effective crossfunctional collaboration.
Strong organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
Experience with subscriptionbased platforms such as Salesforce CPQ and SAP.
Expertise with ServiceNow CSM SPM and FSM with knowledge of complex enterprise application integrations.
Experience in managing product rules validation rules and workflow automation in Salesforce or similar platforms.
Demonstrated success in facilitating change especially within agile and transformative business environments.
5 years of experienceas a Business Systems Analyst with cloudbased enterprise applications in fastpaced environments.
Direct experience with Professional Services or customerfacing organizations with complex operational requirements.
Proficiency in integrating ServiceNow with other enterprise applications (e.g. SAP Master Data Management Salesforce).
Handson experience with ServiceNow particularly modules like Customer Service Management (CSM) Strategic Portfolio Management (SPM) and Field Service Management (FSM).
Proven ability to manage complex backlogs using ServiceNow Jira and Aha! balancing competing priorities effectively.
Familiarity with design thinking methodologies and experience leading workshops to encourage innovative usercentered design.
Strong understanding of agile frameworks (e.g. SAFe) and proven success in guiding teams through agile transformation.
Demonstrated skills in analyzing complex processes gathering requirements and translating them into actionable epics and user stories.
Excellent interpersonal and communication skills with a track record of effective crossfunctional collaboration.
Strong organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
Experience with subscriptionbased platforms such as Salesforce CPQ and SAP.
Expertise with ServiceNow CSM SPM and FSM with knowledge of complex enterprise application integrations.
Experience in managing product rules validation rules and workflow automation in Salesforce or similar platforms.
Demonstrated success in facilitating change especially within agile and transformative business environments.
Regards
Nima Nayak Trilyon Inc.
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Equal Employment Opportunity
Trilyon is an Equal Opportunity Employer committed to fairness and respect for all individuals. We value diversity in age disability ethnicity gender gender identity religion and sexual orientation believing it drives innovation and better service. Employment decisions are made impartially without regard to any protected characteristic under federal state or local law. Our diverse team drives innovation competitiveness and creativity enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.
Trilyon is an Equal Opportunity Employer committed to fairness and respect for all individuals. We value diversity in age disability ethnicity gender gender identity religion and sexual orientation believing it drives innovation and better service. Employment decisions are made impartially without regard to any protected characteristic under federal state or local law. Our diverse team drives innovation competitiveness and creativity enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.
Employment Type
Full Time
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