Rangam Infotech Private Limited

Compensation

Full Description

Open to fully remote ServiceNow Business Analyst • We are seeking a ServiceNow Business Analyst for a multi-million-dollar initiative to implement ServiceNow’s Customer Service Management (CSM) solution for our Call Center operations in LATAM, specifically Colombia. • This role will involve collaboration with teams globally, including regions such as India, LATAM, ANZ, APAC, and potentially EMEA. 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). Qualifications: • 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. Additional Information: • Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives. Remote Skills: Acceptance Testing, Agile Programming Methodologies, Architectural Services, Atlassian JIRA, Business Analysis, Business Skills, Call Center Operations, Call Centers, Communication Skills, Continuous Improvement, Customer Service Management, Documentation, Leadership, Meeting Minutes, Portuguese Language, Process Management, Project Execution, Project Planning, Project/Program Management, Quality Assurance Methodology, SAP, Scrum Project Management and Software Development, ServiceNow, Spanish Language, Supply Chain, System Integration (SI), Team Lead/Manager, Team Player, Technical Leadership, Testing, webMethods About the Company: Rangam Infotech Private Limited