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Job Location: Gurugram
Company Overview
Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.
Position Summary
This position plays a critical role in Bain’s expanding ServiceNow landscape. The Analyst is responsible for troubleshooting/maintaining the IT Portal with a particular focus on maintaining/enhancing our service catalog. This role works with stakeholders to intake new requests and map desired business processes before handing the work to the ServiceNow team to implement. After implementation, this role monitors key metrics and ensures processes are running smoothly in addition to acting as first contact for questions/issues. This position will also gather overall product insights through tracking key metrics as well as gathering user feedback through periodic surveys.
Essential Functions
Product Maintenance & Analytics
- Support IT Portal by answering questions and troubleshooting issues, attempting to find the root cause and escalating when required
- Pull and analyze key data points from ServiceNow like user searches, service catalog usage, live chat inquires, etc. and summarize insights and findings
- Tests routine service catalog updates to ensure necessary functionality continues to work and are user friendly
- Participate in regular ServiceNow and other vendor upgrades, testing IT Portal functionality to ensure things continue to work as expected
- Audit service catalog items quarterly to ensure continued accuracy of included emails, links, etc.
- Create/edit product pages and knowledge base articles, particularly when key customers are in APAC region
Manage enhancement requests
- Independently elicit requirements on small – medium sized requests, working with users to determine underlying request and potential solutions
- Transform these requests into actionable work with user stories, process flow diagrams, and other supporting materials
- Work with appropriate technical teams and third parties to complete these items, continuously communicating with key stakeholders
- Test newly created features to ensure it meets business need
Domain knowledge
- Become familiar with key ServiceNow features to perform easier updates such as creating basic reports and dashboards, updating product pages, etc.
- Develop understanding of ServiceNow’s service catalog including features available, automation options, etc.
Qualifications
- Associate’s/Bachelor’s degree or an equivalent combination of education, training and experience
- 3.5-5.5 years professional experience
- 1 year experience in a systems related role
- Experience documenting business processes
- Experience working with international teams
- Excellent written English skills
- Practical experience in gathering and interpreting user needs, and defining, documenting and validating requirements
- Quickly grasps new requirements, technologies, tools and concepts
- Excellent communication and interpersonal skills, with a passion for understanding and addressing customer needs
- Ability to problem solve and take initiative on multi-faceted projects/responsibilities
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