Summary of Position:

The ServiceNow Senior IT Business Analyst (HR Service Delivery (HRSD) and Finance & Procurement Service Management Applications) will collaborate closely with business stakeholders to comprehend their process and requirements. The person will design and configure solutions, conduct demonstrations to validate the proposed solutions addresses the HRSD and Finance & Procurement Service Management needs.
Additionally, this role includes responsibilities such as monitoring the ServiceNow product roadmap for new HRSD, Source to Pay (S2P), and Sourcing to Procurement Operations (SPO) features introduced in each release. The person will track key performance indicators (KPIs) related to the adoption of these product features and work towards enhancing adoption across various business functions.

Key Responsibilities:

• Collaborate with business to gather and analyze requirements, develop configuration specifications, and configure solution in the following areas of ServiceNow HR Service Delivery product suite to address the business requirements/provide business solutions.
  • HR Case Management
  • HR IT Operations
  • HR Workforce Administration
  • HR Total Rewards
  • HR Talent Management
  • HR Payroll
  • HR Lifecycle Events
  • HR Employee Relations
  • HR Knowledge Management
• Collaborate with business to gather and analyze requirements, develop configuration specifications, and configure solutions in ServiceNow Source to Pay (S2P) and Sourcing to Procurement Operations (SPO) application suites to address the business requirements/provide business solutions.
• Promote out of the box ServiceNow HRSD features, S2P and SPO features to support the above areas of business processes to minimize the customization needs.
• Collaborate with HR Operations, Finance and Procurement Operations team to identify opportunity for improvement through leveraging of Pro features such as Performance Analytics, Predicative Intelligence, Virtual Agent, AI/ML based Employee Center Pro solutions. Define appropriate use cases for implementation and develop proof of concept for business buy-in and subsequent feature implementation.
• Configure NOW Mobile and NOW Agent for enabling end users and fulfillers leverage the mobile features for better and wider adoption of the ServiceNow HRSD, S2P and SPO solution across the enterprise.
• Leverage App Engine and NOW Create features like flow designer, integration hub/automation engine for development/configuration of any specific functionalities/workflows/automation requirements.
• Follow the established agile development and release process for prioritizing and managing the story/feature releases and deployments through update set movement across instances.
• Monitor key performance indicators (KPIs), feature adoption rate, and conduct regular retrospectives to identify opportunities for continuous improvement of adoption and various KPI measures.
• Collaborate with ServiceNow HRSD Product team, S2P and SPO Product team to understand their product release roadmap, align the Alcon’s HRSD roadmap, Finance and Procurement roadmap to leverage the latest feature releases. Provide feedback/product enhancement input to the ServiceNow HRSD product council and S2P, SPO product council.
• Support the version upgrade in term of release note analysis for new feature introduction, impact analysis, skip disposition and regression testing.
• Identify automation opportunities and implement through integration with third-party applications, store apps as appropriate.
• Collaborate with the ServiceNow product support team for any product issues identified by Alcon users.
• Collaborate with Alcon ServiceNow Platform Admin to address the HRSD, S2P and SPO plugin end of life upgrade management activities in terms of techno-functional impact analysis and remediation planning.
• Develop proof of concept and business case on new feature introduction, collaborate with Impact Customer Success Manager for identified areas of value journey.
• Collaborate with Alcon’s ServiceNow platform architect to ensure adherence of the solutions with the architecture guideline and best practices.
• Configure and support the implementation and adoption of Multi-lingual dynamic translation solutions.
• Integrate ServiceNow HRSD and F&P applications with other enterprise system for seamless operations and automations based on defined use cases.
• Collaborate with the test automation developers to ensure that the automation test framework for the application suites is up-to-date and in alignment with the latest application functionalities.

Key Requirements/Minimum Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, or combination of education & experience required.
• Experience:
  • 7+ years of experience in HRSD, Finance and Procurement Services/S2P Services domain
  • 4+ years of experience as a ServiceNow Business Analyst/Product Implementation Specialist, with a track record of successfully delivering complex and global HRSD, F&P/S2P solutions in the ServiceNow platform.
  • Strong understanding of Service Management principles and practices associated with HRSD Service Operation, Source to Pay Processes,
  • Experience working with the ServiceNow HRSD Pro features (Now Mobile, Performance Analytics, Virtual Agent, Predictive Intelligence, Workspace, Employee Center Pro etc.)
  • Experience in  Automated Test Framework development and automated regression testing
  • Strong understanding and experience in the following project/product management process disciplines
    • Stakeholder collaborations
    • Product backlog development, Release planning and execution in global Agile Team environment
    • Continuous Improvement
  • Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.
  • Strong Presentation and negotiation skills with commercial awareness 
  • Understanding of the medical device and/or contact lens industry, working in validated environment covering CSA+, GxP and SOX relevant processes is an advantage. 
  • Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.
  • Experience working in a cross cultural, global team environment is required.
  • Experience working in globally distributed scrum team following Agile best practices.
  • Certified Scrum Product Owner (CSPO) or similar certification preferred.
  • HRSD Certified Implementation specialist certification is preferred.
  • ServiceNow Admin certification is preferred.

Language

Fluent in English - spoken and written. Additional language preferred. 

Work hours: 1 PM to 10 PM IST

Relocation assistance: Yes

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