Job Description

We are looking for a proactive and dynamic Business Analyst who goes beyond traditional requirements gathering. This role is pivotal in bridging business needs with technical solutions, ensuring successful delivery and adoption of our ServiceNow Customer Service Management (CSM) platform. The ideal candidate is adaptable, eager to learn, great communicator and committed to applying our methodology.



Requirements Gathering


o Collect, analyze, and document functional and technical requirements.


o Ensure alignment of regions to established global standard already rollout - managing expectations.


Stakeholder Management


o Engage with global and regional stakeholders to understand priorities.


o Facilitate workshops and maintain clear communication channels.


Communication & Documentation


o Draft clear, concise communications for project updates, process changes, and training materials.


o Prepare SOPs, DTPs, and user guides.


Training & Enablement


o Train super users and local champions.


o Leverage past training plans (regionalized) and deliver sessions to ensure adoption.


Testing (UAT)


o Design and supervise User Acceptance Testing (UAT) plans.


o Coordinate defect tracking and resolution with development teams.


Hypercare Support


o Lead post-go-live hypercare sessions.


o Troubleshoot issues, support end-users, and escalate to development teams as needed.



o Proven track record as a Business Analyst in complex, global environments.


o ServiceNow experience (CSM module preferred; knowledge of our configuration is a strong plus).


o Strong problem-solving skills.


o Excellent communication and stakeholder engagement abilities.


o Ability to manage multiple priorities and work under pressure.


o Familiarity with ITSM/CSM workflows and audit/compliance processes.


o Proactive, dynamic, and adaptable.


o Willingness to learn and apply organizational methodologies.


BGV:


Employment with WSP India is subject to the successful completion of a background verification ("BGV") check conducted by a third-party agency appointed by WSP India. Candidates are advised to ensure that all information provided during the recruitment process -- including documents uploaded -- is accurate and complete, both to WSP India and its BGV partner".

WSP is one of the world's leading professional services consulting firms. We are dedicated to our local communities and propelled by international brainpower. We are technical experts and strategic advisors including engineers, technicians, scientists, architects, planners, surveyors and environmental specialists, as well as other design, program and construction management professionals. We design lasting solutions in the Transportation & Infrastructure, Property & Buildings, Earth & Environment, Power & Energy, Resources and Industry sectors, as well as offering strategic advisory services. Our talented people around the globe engineer projects that will help societies grow for lifetimes to come.


With approximately

4,000 talented people

across 3 locations (Noida, Bengaluru & Mumbai offices) in India and more than

73,000 globally

, in 550

offices across 40 countries

, we engineer projects that will help societies grow for lifetimes to come.


At "WSP" we draw on the diverse skills and capabilities of our employees globally to compete for the most exciting and complex projects across the world and bring the same level of expertise to our local communities. We are proud to be an international collective of innovative thinkers who work on the most complex problems. Uni?ed under one strong brand, we use our local expertise, international reach and global scale to prepare our cities and environments for the future, connect communities and help societies thrive in built and natural ecosystems. True to our guiding principles, our business is built on four cornerstones:

Our People, Our Clients, Our Operational Excellence and Our Expertise.

www.wsp.com

We are

Passionate people doing purposeful and sustainable work that helps shape our communities and the future. A collaborative team that thrives on challenges and unconventional thinking. A network of experts channeling our curiosity into creating solutions for complex issues.

Inspired by diversity, driven by inclusion, we work with passion and purpose.

Working with Us

At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you.

Our Hybrid Working Module

With us, you can operate in a flexible, agile, yet structured work environment and follow a Hybrid Work Model.


Maximize collaboration. Maintain product quality and cultural integrity. Balance community, collaboration, opportunity, productivity, and efficiency.

Health, Safety and Wellbeing

Our people are our greatest asset, and we prioritize a safe work environment. Health, safety, and wellbeing are integral to our culture, with each of us accountable for fostering a safe workplace through our "Making Health and Safety Personal" initiative. Our Zero Harm Vision drives us to reduce risks through innovative solutions, earning recognition for our global health and safety practices with the prestigious RoSPA Health and Safety Awards for six consecutive years.

Inclusivity and Diversity

WSP India is dedicated to fostering a sustainable and inclusive work environment where our greatest strength - Our People -feel valued, respected, and supported. We ensure an unbiased approach in hiring, promotion, and performance evaluation, regardless of age, gender identity, race, religion, sexual orientation, marital status, physical ability, education, social status, or cultural background.

Imagine a better future for you and a better future for us all.

Join our close-knit community of over 73,300 talented global professionals dedicated to making a positive impact. Together, we can make a difference in communities both near and far.

With us, you can.

Apply today.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation - no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.