- Working as a senior business analyst and leading the process of translating business requirements to working functionalities within ServiceNow environment. - Conduct requirement gathering workshops with process owners to analyze process maps, perform gap analysis and build design solutions accordingly- Responsible for analyzing the "As is" processes in order to build better solutions for the "To be" processes.- Responsible for advising customers on risks and impacts of business processes on technical architecture and system performance in the ServiceNow Platform. - Responsible for guiding developers in developing user stories and understanding their roadblocks in order to offer alternative approaches. - Act as a QA for features and enhancements being developed during UAT.- Provide training to fulfillers post enhancement deployment and support during hypercare period.

- Working as a pre-sales solution architect and preparing solution plan document for RFPs.- Experience in estimating ROM for RFQs.- Preparing questionnaires for clients and estimating cost for system integration and run support projects.- Experience in processing deals through the life cycle and getting approvals from reviewers and stakeholders- Preparing timeline and staffing model for Implementation and Run Support projects.- Calculating overall cost model including payroll and non-payroll cost.

- Participate in sprint grooming calls with process owners and business stakeholders to discuss user stories, define acceptance criteria and assign story points.- Act as a bridge between external clients and internal technical teams. - Responsible for advising customers on risks and impacts of business processes and technical architecture in the ServiceNow Platform.- Create and use update sets to move customization between systems. - Develop Business rules, Client Scripts, UI Policies and UI actions to customize instances as per business needs. - Responsible for managing Dev, Test and Production instances of ServiceNow . - Document operational requirements and training material for fulfillers and agents.- Responsible for providing tailored solutions to complex business requirements.- Responsible for assuring quality of deliverables and deployment within agreed timelines.- Lead Governance Cadence calls to give an overview of functionalities being developed to clients and upper management as well as explaining the roadmap ahead - Experience in implementation and run-support of CSM, ITSM and HRSD modules.