Senior Business Analyst - ServiceNow CSM

Responsibilities

• Assess and anticipate user and business needs within the ServiceNow ecosystem, specifically for CSM and S2P modules.
• Transform stakeholder feedback into clear, comprehensive documentation and user stories throughout the SDLC.
• Provide data-driven recommendations to enhance user experience and identify gaps in existing functionality.
• Facilitate workshops and meetings to gather insights, feedback, and requirements from cross-functional stakeholders.
• Develop comprehensive plans for requirement elicitation using Agile, Waterfall, or Hybrid methodologies.
• Calculate change estimates and produce financial models to evaluate the impact of process modifications.
• Liaise with Quality Assurance to ensure test plans and results meet all defined business requirements.
• Support the configuration and customization of ServiceNow to meet specific business needs.
• Provide training and ongoing support to CSM and S2P users to ensure effective module utilization.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent relevant work experience.
• 6+ years of experience in architecting and designing ServiceNow solutions.
• 3+ years of specialized experience with ServiceNow Customer Service Management (CSM) and Source-to-Pay (S2P) modules.
• Expertise in Agile, Waterfall, or Hybrid SDLC approaches.
• Strong business analysis skills with the ability to interpret complex CSM and Finance data.
• Proven ability to create user stories, acceptance criteria, and financial models for business changes.
• Excellent verbal and written communication skills for collaborating with technical and non-technical teams.

About the Company

Takeda is an industry-leading, global pharmaceutical company dedicated to putting patients at the center of everything they do. Guided by the values of Integrity, Fairness, Honesty, and Perseverance, Takeda strives toward better health and a brighter future for people worldwide through leading innovation in medicine.