ServiceNow Business Analyst

Join a Global Leader in Workforce Solutions - Net2Source Inc.

Who We Are
Net2Source Inc. isn't just another staffing company, we're a powerhouse of innovation, connecting top talent with the right opportunities. Recognized for 300% growth in the past three years, we operate in 34 countries with a global team of 5,500 . Our mission? To bridge the talent gap with precision—Right Talent. Right Time. Right Place. Right Price.

Title: ServiceNow Business Analyst
Duration: 12 months contract
Location: Fully Remote

Additional Information
• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives
• Open to fully remote

Position Summary
We are seeking a ServiceNow Business Analyst for a multi-million-dollar initiative to implement ServiceNow's Customer Service Management (CSM) solution for our Call Center operations in LATAM, specifically Colombia. This role will involve collaboration with teams globally, including regions such as India, LATAM, ANZ, APAC, and potentially EMEA.

Key Responsibilities
• Act as the primary Business Analyst for the implementation of ServiceNow's Customer Service Management (CSM) module
• Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution
• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items
• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence)
• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT)
• Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow
• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs
• Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders
• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions
• Document weekly status reports and communications using Microsoft PowerPoint and Excel
• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives

Qualifications
• 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM
• Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module
• Experience with ServiceNow is mandatory; familiarity with ServiceNow Contact Center solutions is a plus
• Experience working on complex IT-led projects across multiple workstreams
• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations
• Fluent in Spanish; proficiency in Portuguese is a plus but not required
• Flexibility to work across various time zones to align with global project teams
• Proven experience leading architectural reviews and engaging with relevant review boards

Why Work With Us?
We believe in more than just jobs—we build careers. At Net2Source, we champion leadership at all levels, celebrate diverse perspectives, and empower you to make an impact.

Our Commitment to Inclusion & Equity
Net2Source is an equal opportunity employer, dedicated to fostering a workplace where diverse talents and perspectives are valued.

Awards & Recognition
• America's Most Honored Businesses (Top 10%)
• Fastest-Growing Staffing Firm by Staffing Industry Analysts
• INC 5000 List for Eight Consecutive Years
• Top 100 by Dallas Business Journal
• Spirit of Alliance Award by Agile1

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