Reckitt | IT&D Business Analyst – HR Service Management | Bhagya Nagar | Bharat | BigDataKB.com | 2023-03-05

Role Description

The Business Analyst (BA) for Service Management will develop a deep understanding of the opportunities, risks, and issues facing the Service Management product and advises on possible solutions. They translate business strategies and stakeholder needs into detailed product requirements, and verify whether those requirements are fulfilled by a product increment.

Purpose & Accountabilities

• The Business Analyst (BA) supports the Service Management Product Owner in realising the Service Management product strategy through incremental improvements to the product, designing business scenarios and use cases. They partner with business stakeholders to elicit, analyse, document, and manage product requirements. They collaborate with Product Team members to elaborate product requirements and test whether they are satisfactorily fulfilled by a product increment. They motivate the Product Team to understand business needs and identify the best solutions for delivering customer value. They work with business partners and Product Team members to conduct paper-based designs, solutioning sessions, and MVP taste-testing all along the demand management lifecycle. They enable product adoption by delivering product training to end users or other relevant stakeholders (e.g., support teams).

Key Outputs / Deliverables

• Elaboration, analysis, documentation, and testing of product requirements (e.g., features, user stories)
• Preparation and delivery of product user guides and training materials to end users and support teams
• Design of business scenarios, process flows, and use cases to maximise product adoption / value
• Identification of relevant security and compliance requirements that need to be adhered to as part of product development

Metrics

• Product utilisation and satisfaction rates, e.g., NPS, # of end users/ solution adoption, intensity of product usage
• Training surveys
• Stakeholder feedback

Skills & Experience

Functional:

• Understanding and experience of Service Management, including case management, knowledge management, query resolution, SLAs, feedback analytics.
• Strong business domain knowledge and business acumen, familiar with IT standards and controls
• Abreast of latest technology trends and the opportunities / risks they present to the business domain
• Experience in analysing and breaking down problems and information using structured frameworks and methodologies

Technical:

• Basic knowledge of software engineering, information risk, security guidelines, and architecture standards
• Strong understanding of requirements elicitation and management techniques
• Competent user of requirements management tools
• Service Now experience would be advantageous.

Equality

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.