Job Description

Job Description

Immediate need for a talented Analyst 2, Architecture/ServiceNow Business Analyst . This is a 12+months contract opportunity with long-term potential and is located in Summit, NJ (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:25-95020

Pay Range: $40 - $42/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Act as the primary Business Analyst for the implementation of ServiceNow’s Customer Service Management (CSM) module.
• Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution.
• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items.
• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence).
• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT).
• Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow.
• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs.
• Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders.
• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions.
• Document weekly status reports and communications using Microsoft PowerPoint and Excel.
• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives.

Key Requirements and Technology Experience:

• Key Skills; 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM.
• Customer Service Management (CSM)
• User Acceptance Testing (UAT)
• Agile methodologies (e.g., JIRA, Scrum, Confluence)
• 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM.
• Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module.
• Experience with ServiceNow is mandatory; familiarity with ServiceNow Contact Center solutions is a plus.
• Experience working on complex IT-led projects across multiple workstreams.
• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations.
• Fluent in Spanish; proficiency in Portuguese is a plus but not required.
• Flexibility to work across various time zones to align with global project teams.
• Proven experience leading architectural reviews and engaging with relevant review boards.
• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives.

Our client is a leading Pharmaceutical Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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