Sr Staff Business Systems Analyst
ServiceNow (company site, opens in a new tab)12+ yrsHyderabadOn-siteDirect career pageEst. 30–55 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead requirements gathering, process mapping, and gap analysis to improve and scale customer experience across digital platforms.
- Manage implementation activities including project management, communication, change management, and participate in user acceptance testing to ensure successful delivery.
- Collaborate with cross-functional teams to design and execute digital transformation initiatives focused on personalized customer and employee journeys.
Minimum Requirements
- 12+ years experience as a Business Analyst with direct customer experience improvement.
- Proven expertise in AI integration within business processes or decision-making workflows.
- Experience with customer journey design across cloud fulfillment ecosystems and process optimization for scalability.
- Experience in Agile environments with skills in documentation (as-is, to-be), gap analysis, and multiple complex technical project deliveries.
Ideal Candidate Profile
- Experienced in digital transformation within CRM, CSM, or HCM domains focusing on customer experience personalization.
- Skilled in collaborating across business, design, engineering, and product teams to drive technology-driven organizational change.
- Demonstrated ability to mentor teams and influence senior leadership through effective communication of digital strategies and investment decisions.