
Senior Business Analyst - ServiceNow CSM
Bengaluru, KarnatakaAt Takeda, we are guided by our purpose of creating better health for people and a brighter future for the world. Every corporate function plays a role in making sure we — as a Takeda team — can discover and deliver life-transforming treatments, guided by our commitment to patients, our people and the planet.
People join Takeda because they share in our purpose. And they stay because we’re committed to an inclusive, safe and empowering work environment that offers exceptional experiences and opportunities for everyone to pursue their own ambitions.
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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 - BengaluruWorker Type
EmployeeWorker Sub-Type
RegularTime Type
Full timeSuccess profile
What makes a successful team member within Corporate at Takeda?
- Collaborative
- Strategic
- Insightful
- Results driven
- Goal-oriented
- Achiever
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Impact across generations Partnership brings together world-leading plasma companies to focus on developing and delivering a hyperimmune immunoglobulin in the global fight against COVID-19.
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Global Top Employer 2025 Takeda named Global Top Employer for eighth consecutive year.
Working at Takeda
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Inclusion
Here, you will feel welcomed, respected, and valued as a vital contributor to our global team. -
Collaboration
A strong, borderless team, we strive together towards our priorities and inspiring mission. -
Innovation
Bold initiatives, continuous improvement, and creativity are at the heart of how we bring scientific breakthroughs from the lab to patients. -
Top Workplace
Recognized for our culture and way of working, we’re one of only 17 companies to receive Top Global Employer® status for 2025. -
Work-Life
Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family. -
Empowerment
Through trust and respect, you will have genuine support from leaders, managers, and colleagues to do your best work.
We're Steadfast In Our Commitment to Four Key Imperatives
Patient
Responsibly translate science into highly innovative medicines and accelerate access to improve lives worldwide.
People
Create an exceptional people experience.
Planet
Protect our planet.
Data & Digital
Transform Takeda into the most trusted, data-driven, outcomes-based biopharmaceutical company.
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