ServiceNow SAM Pro Business Analyst

2 weeks ago

Jacksonville, Florida, United States Tata Consultancy Services Full time
Job Description

As a Business Analyst at Tata Consultancy Services, you will play a crucial role in the implementation of ServiceNow SAM Pro, a cutting-edge software asset management solution. Your primary responsibility will be to work closely with customers to understand their business requirements and translate them into actionable configuration requirements.

Key Responsibilities:

  • Perform the role of a Business Analyst in creating use cases on supporting licenses by using ServiceNow SAM products, adhering to best practices focused on configuration versus customization.
  • Capture all requirements in a best-practice Business Requirement document, including risks and impacts.
  • Drive Enterprise IT-based process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
  • Collaborate with Project teams to take advantage of ServiceNow SAM Pro standard capabilities in their efforts to improve their IT processes.
  • Lead design workshops focused on ServiceNow SAM Pro and License Management functionality and design.
  • Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral.
  • Guide customers in completing required documentation, such as business requirement workbooks for functional aspects of the solution.
  • Build more functionality-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Guide and create documentation based on the customer's needs throughout the engagement.
  • Support internal unit testing of developed solutions during the development stage of the engagement, in partnership with Technical Resources.
  • Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement.
  • Be a leader/driving force of an overall engagement project team focused on delivering successful and substantive customer outcomes.
  • Prepare all customer-facing deliverables focused on process.
  • Drive training and mentoring in functional areas of License Management.
  • Software Asset Management (SAM) Certification.

Requirements:

  • 10+ years of experience in the area of Service Management, especially License Management, IT Asset Management, and Event Management.
  • Minimum 3 years of experience in IT and Business (e.g., designing/changing processes, delivering IT solutions, and/or managing IT processes).
  • Minimum experience managing Software Asset Management operations for 5+ years.
  • Good consulting knowledge (providing options with pros, cons, and risks) in an IT Service Delivery/Shared Services environment, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems.
  • Strong knowledge of Contract and Software license relationships.
  • Familiarity with Application portfolio and Service portfolio concepts.
  • Experience in understanding business requirements to configuration requirements by authoring user stories that support Agile Development.
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word, and PowerPoint).
  • Experience in analyzing and recommending IT strategies based on business priorities.

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