Servicenow Business Analyst

Job description

**Role & responsibilities** Key Responsibilities 1. Entitlement Case Handling (via Agent AI) - Manage and analyse entitlement-related cases created through Agent AI. - Validate case details, entitlement conditions, and correlating customer data. - Ensure Agent AI responses align with business rules and entitlement logic. - Recommend improvements to conversational flows, AI prompts, and case classification rules. 2. Decision Automation Based on Entitlement Dashboard - Interpret and analyse data from the Entitlement Dashboard to support automated decision-making. - Define and maintain business rules, conditions, and logic flows for automation. - Identify repetitive tasks and collaborate with technical teams to implement automation. - Work with stakeholders to validate rule accuracy and compliance. 3. Intelligent Case Routing - Define routing criteria for cases related to Orders, Pricing Helpdesk, and the Development Licensing Team. - Ensure cases are routed based on data-driven rules and predefined scenarios. - Monitor routing accuracy and continuously refine routing logic. - Work with ServiceNow teams to configure or adjust routing workflows, assignment groups, and decision trees. 4. Requirement Gathering & Documentation - Conduct workshops with business teams to understand entitlement processes and exceptions. - Document BRDs, process flows, user stories, acceptance criteria, and functional specifications. - Maintain up-to-date process documentation for entitlement handling. 5. Cross-Functional Collaboration - Work closely with Order Management, Licensing, Pricing, and Product teams. - Liaise with ServiceNow functional and technical teams for implementation or enhancements. - Support UAT, test scenario creation, and validation of automation logic. 6. Continuous Improvement - Identify gaps, bottlenecks, and inaccuracies in entitlement workflows. - Provide insights on improving Agent AI accuracy and case automation quality. - Recommend optimization strategies based on trends and analytics.