Service Management Business Analyst

Location: Kharadi Pune

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living!

We're looking for a skilled Service Management Business Analyst to join our customer experience team. You'll partner with collaborators and project teams to implement new ServiceNow/Service HUB functionality, focusing on efficient and cost-effective service onboarding. You'll drive service accessibility, continuous improvement, and self-help solutions while ensuring ServiceNow aligns with global processes and operational efficiencies. As a liaison between business and technical teams, you'll ensure requirements are well documented and aligned with strategic objectives. This role offers broad exposure, collaborating with HR, Finance, IT, Sales, MDM, and T&E, deepening your technical and business knowledge

What will you be doing?

• Understand and analyze business needs: Develop a comprehensive understanding of customer business needs, ensuring that these requirements are accurately captured and aligned with organizational objectives.
• Define and Document Business Requirements: Translate business requirements into systematic user stories, ensuring clarity and detailed documentation of elicited requirements to guide the development process.
• Coordinate System Enhancements: Manage system enhancements throughout their lifecycle, including gathering requirements, coordinating demonstrations, overseeing testing, and supporting deployment. Provide ongoing support to development teams, ensuring that functional requirements are well understood.
• Ownership of Functionalities: Take full responsibility for the business side of implemented functionalities, ensuring they meet customer needs and align with business objectives.
• Stakeholder Communication: Maintain clear and proactive communication with customers regarding the implementation status and upcoming requirements, ensuring transparency and alignment.
• Facilitate Partner Meetings: Lead and facilitate meetings with partners, driving productive discussions to gather insights and confirm requirements.
• Implement Best Practices: Establish and implement industry-standard standard processes for business analysis, ensuring efficiency and consistency in all processes.
• Functional Testing Support: Participate in functional testing, ensuring that developed solutions meet business requirements and quality standards.
• Identify Process Improvements: Analyse existing processes to identify areas for improvement, providing recommendations for solutions that detail the advantages, disadvantages, and associated risks. Lead and manage initiatives aimed at continuous improvement, focusing on reducing costs and enhancing the customer experience.
• Collaboration with Application Support Teams: Work closely with application support teams and key customers to define requirements, offer support, and provide standard process guidance throughout the solution lifecycle.
• Documentation Development: Create key documentation such as presentations, workshop agendas, gap analysis reports, process flow diagrams, and roles/responsibilities, ensuring clarity and alignment across teams.
• Support Project Management Framework: Contribute to the successful delivery of projects within the broader Customer Experience strategy and initiatives, working within the project management framework to ensure timely and effective execution.

What will you need to be successful?

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field. Master's degree preferred or equivalent experience.
• Should have a minimum of 3-5 years of relevant experience as a Business Analyst within a Service Management portfolio.
• Hands-on experience with the ServiceNow platform, including a solid understanding of its functionalities and applications within service management.
• Proven expertise in business analysis processes and methodologies, including data exploration and translating business needs into actionable solutions.
• Solid understanding of the Service Management lifecycle and process optimization (ITIL certification a plus).
• Cross-Systems Understanding: Knowledge of inter-relationships between systems within global business processes.
• Communication: Excellent verbal and written communication skills in English.
• Process Improvement: demonstrated ability to define, re-engineer, and improve business processes for enhanced efficiency, effectiveness, and customer satisfaction.
• Agile Project Delivery: Experience managing and contributing to Agile projects, ensuring efficient and on-time delivery within scope.
• Customer Management: Proficiency in working directly with business customers and service owners to gather requirements and ensure alignment with business goals.
• Service Management Tools: Experience with Service Management toolsets and portals, with specific knowledge of ServiceNow highly desirable.
• Business Process Understanding: Comprehensive understanding of end-to-end business processes, with the ability to analyze and optimize them.
• Budget Management: Experience working within allocated budgets and managing project forecasts.
• Analytical Thinking: Strong analytical skills, including the ability to analyze complex systems, identify issues, propose data-driven solutions, evaluate information from various sources, resolve conflicts, and translate high-level information into actionable insights.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents/Parents in Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.

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