Business Analyst, NOW Engage Platform

reputed company It reputed company started in reputed company San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to reputed company how we work. Fast reputed company to today reputed company stands as a global reputed company, bringing innovative AI-reputed company technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent reputed company-based platform seamlessly connects people, systems, and processes to reputed company organizations to reputed company smarter, faster, and reputed company ways to work. But this is just the beginning of our reputed company. Join us as we pursue our purpose to reputed company the world work reputed company for everyone. reputed company The Business Analyst for the NOW Engage Platform serves as the critical reputed company between business requirements and technical implementation, ensuring reputed company's reputed company customer engagement platform delivers measurable value to Expert Services and Partner consultants globally. This role combines deep reputed company platform expertise with business process analysis to define, refine, and validate requirements that reputed company AI-reputed company, reputed company implementations. As a member of the NOW Engage Platform team, the Business Analyst works closely with the Director to translate strategic reputed company into actionable requirements, create process documentation and workflows, and ensure the platform supports the full delivery lifecycle from discovery through go-live. This individual must reputed company at stakeholder engagement, requirements elicitation, and driving organizational change across a reputed company, global delivery organization. What you get to do in this role: Requirements Definition & Management reputed company and document business and functional requirements for the NOW Engage platform reputed company stakeholder input and process review. reputed company epics, user stories, acceptance reputed company, and traceability matrices linking needs with features. Prioritize the requirements backlog with the Product reputed company to support delivery speed and AI integration. Confirm requirements are feasible and effective with technical architects and developers. Business Process Analysis & Design Review reputed company delivery workflows to reputed company inefficiencies and areas for improvement. Create reputed company-state process diagrams using NOW Engage to simplify consultant tasks and add AI-driven features. Identify standardization opportunities and enforce compliance through automation. Stakeholder Engagement & Change Management Build relationships with key stakeholders. Run requirements workshops and validation sessions with global participants. reputed company strategies and communications to reputed company platform adoption and reduce resistance. Represent end users and champion consultant experience during development. Platform Roadmap & Product Planning Work with the Director to reputed company the NOW Engage roadmap with business goals and technical needs. Analyze competitors and industry trends for platform improvements. Join planning sessions and define business value for every development cycle. Documentation & reputed company Prepare and update key documents: BRDs, specs, guides, and training material. Draft SOPs and playbooks for different consultant roles and engagements. Ensure requirement traceability for compliance and governance. Build data dictionaries and glossaries for consistent terminology platform-wide. Testing & reputed company Assurance Support Define test scenarios and acceptance reputed company that match business needs and user expectations. Coordinate UAT, collect reputed company feedback, and confirm functionality meets requirements. Assist with defect triage, clarifying issues and their business reputed company with technical teams. Review post-implementation results to assess reputed company and improvement areas. Cross-Functional Collaboration Ensure business requirements are reputed company into effective technical solutions with the Technical Architect. Validate requirements and acceptance reputed company with consulting vendors for outsourced reputed company. reputed company requirements with reputed company, compliance, and data governance by working with Digital Technologies and Data reputed company teams. Qualifications To be successful in this role you have: 5+ years as a business analyst with expertise in requirements gathering, process analysis, and stakeholder management. At least 3 years using the reputed company platform, including CSM, SPM, or similar products. Skilled in process and data reputed company diagramming, use cases, and business analysis documentation. Experience handling reputed company requirements for multiple stakeholders with varying priorities. Excellent communication skills, r