BUSINESS ANALYST L4

Role Purpose

Customer Engagement and Solutioning

• Gather customer requirements and coordinate with client engagement partners on RFP and RFI needs.
• Document scope, functional and non-functional requirements, features, and stated or unstated customer needs.
• Create workflow charts and diagrams and write specifications based on research and analysis.
• Collaborate with project managers, presales teams, technical leads, and architects on solution responses.
• Assess and communicate the financial and operational impact of changes.
• Obtain customer feedback and coordinate design changes with delivery teams.
• Present proposed solutions and prototypes to customers.
• Maintain customer relationships to support business integration and lead generation.

Delivery Support

• Provide customer feedback to delivery teams and review test cases for complete requirements coverage.
• Conduct root cause analysis of proposed solutions, demonstrations, and prototypes.
• Facilitate change requests and support QA testing.
• Conduct integration testing and user acceptance demonstrations to validate implemented solutions.
• Use data modelling to analyze findings and design improvements.
• Plan project milestones and phases with the principal consultant and delivery team.
• Challenge delivery assumptions and support quality delivery on schedule.

Knowledge Contribution

• Share expertise with other Business Analysts and contribute to domain knowledge.
• Write whitepapers, research papers, and points of view for the consulting community.
• Identify use cases that can support business enhancements across projects or accounts.
• Conduct market research to provide current inputs to projects.

Mandatory Skill

• Mandatory skill: ServiceNow Customer Service Management.

Experience Requirements

• 5–8 years of experience.
• Experience gathering and analyzing customer requirements.
• Ability to work with delivery, technical, presales, QA, and customer stakeholders.
• Experience supporting integration testing and user acceptance testing.