By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice (https://jobs.takeda.com/privacynotice) and Terms of Use (https://www.takeda.com/terms-and-conditions/) . I further attest that all information I submit in my employment application is true to the best of my knowledge. **Job Description** **Responsibilities** + **Assess and anticipate** user and business needs, expectations, and pain points within the ServiceNow ecosystem for both Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules. + **Provide data-driven, prioritized, actionable** recommendations to enhance the user experience across CSM and S2P modules + **Identify gaps** in existing functionality and review requirements with stakeholders across various business functions. + **Communicate Solutions** effectively to relevant stakeholders, ensuring alignment on business changes + **Transform Requirements** from stakeholder feedback into clear, comprehensive, and concise documentation throughout the SDLC + **Conduct Review Sessions** to gain approval of requirements and manage changes using standard control processes + **Create and maintain documentation** and project-related artifacts, specific to CSM and other business areas. + **Develop Comprehensive Plans** for eliciting, documenting, and managing requirements (e.g., Waterfall, Agile, Hybrid) + **Develop Change Rationale** and perform scoping assessments to evaluate the feasibility of process modifications + **Calculate Change Estimates** and produce financial models for cost, savings, and revenue impacts + **Liaise with Quality Assurance** to ensure test plans and results confirm that all business requirements are met + **Facilitate Workshops** and meetings to gather insights, feedback, and user stories from stakeholders and end-users + **Analyze Data** to identify trends and opportunities for process improvement + **Support Configuration** and customization of ServiceNow to meet specific business needs + **Ensure Compliance** with organizational policies and external regulations + **Document and Track Issues** through resolution, capturing lessons learned to refine future implementations + **Work Collaboratively** with IT teams to troubleshoot and resolve system issues efficiently + **Prepare and Deliver Presentations** to communicate findings and recommended actions + **Create User Stories** and acceptance criteria to support agile development processes + **Continuously Monitor Industry Trends** and advancements to identify opportunities for innovation + **Provide training** and support to CSM & S2P users to ensure they can effectively use the ServiceNow CSM & S2P modules. + **Stay updated** with the latest features and best practices related to the CSM & S2P modules and incorporate them into the solutions. + **Use agile engineering practices** and various software development technologies to rapidly develop creative and efficient solutions that enhance the customer experience. **Skills and Qualifications** + **Education** : Bachelor’s degree or higher in Computer Science/Information technology; or relevant work experience. + **Experience** : 6+ years of experience in architecting and designing ServiceNow solutions, with 3+ years specifically focused on Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules + **CSM & Finance Expertise:** Strong understanding of CSM & S2P processes and how they can be automated and improved using ServiceNow CSM and S2P modules. + **Business Analysis Skills** : Proven ability to analyze and interpret CSM and Finance data, align business strategies, and develop actionable insights + **Technical and Methodological Expertise** : Familiarity with Agile, Waterfall, or Hybrid SDLC approaches; able to create user stories, acceptance criteria, and financial models for changes + **Communication** : Strong verbal and written skills to articulate business cases, gather user requirements, and collaborate with cross-functional teams + **Industry Awareness** : Knowledge of Global Data & Technology’s product/service catalog, staying informed on market and industry fundamentals for CSM & S2P + **Collaboration** : Solid communication skills for conveying technical solutions, ensuring organizational alignment, and integrating operational KPIs within CSM & Finance **Locations** IND - Bengaluru **Worker Type** Employee **Worker Sub-Type** Regular **Time Type** Full time