About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
Enterprise App Programmer
Bengaluru, IndiaJob Summary
The ServiceNow Business Analyst (CSM), with a minimum 2 years of experience on CSM, and overall, 5-6 years of experience on ServiceNow BA, will be responsible for gathering business requirements, analyzing processes, and implementing solutions within the ServiceNow Customer Service Management (CSM) module. This role involves working closely with stakeholders to understand their needs, translating those needs into technical requirements, and collaborating with the development and QA teams to deliver high-quality solutions.
Job Requirements
• Requirement Gathering: Collaborate with stakeholders to gather and document business and technical requirements for ServiceNow CSM implementations and enhancements.
• Process Analysis: Analyze current business processes and workflows to identify areas for improvement and optimization within the ServiceNow CSM module.
• Solution Design: Develop and propose solutions that align with business objectives and leverage ServiceNow CSM capabilities. Create detailed functional specifications and user stories with technical details.
• Implementation Support: Work with the development team to ensure accurate and timely implementation of solutions. Provide guidance and clarification on requirements throughout the development lifecycle.
• Testing and Validation: Develop UAT test plans and conduct UAT to ensure solutions meet business requirements and quality standards. Address any issues that arise during testing.
• Training and Documentation: Create and maintain documentation, including process flows, user guides, and training materials. Conduct training sessions for end-users and stakeholders.
• Continuous Improvement: Stay up to date with ServiceNow best practices, new features, and industry trends. Identify opportunities for continuous improvement and innovation within the CSM module.
• Stakeholder Communication: Serve as the primary point of contact for stakeholders regarding ServiceNow CSM-related inquiries and updates. Communicate effectively with technical and non-technical team members.
Education
• Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
• Experience: Overall, 5-6 years of experience as a Business Analyst. Out of which, minimum of 2 years of hands-on experience working with ServiceNow Customer Service Management (CSM) projects.
• Technical Skills: Proficiency in ServiceNow platform capabilities, with a strong focus on the CSM module. Knowledge of ServiceNow development tools, including workflows, business rules, client scripts, and integrations.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to understand complex business processes and translate them into technical requirements.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• Project Management: Experience with project management methodologies and tools. Ability to manage multiple projects and priorities simultaneously.
• Certifications: ServiceNow Certified System Administrator (CSA) and/or ServiceNow Certified Implementation Specialist - Customer Service Management (CSM) are a plus.
Preferred Qualifications:
• Experience with Agile/Scrum methodologies.
• Familiarity with ITIL framework and best practices.
• Experience with data analysis and reporting tools.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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The NetApp Entry Level Careers Program is designed to help you grow your career, sharpen your skills, and foster meaningful relationships. When you join the Program, you join a diverse, global community where innovative ideas flourish.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable Accommodations
At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.
Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.
- For reasonable accommodations in Germany, click here.
- For reasonable accommodations in France, click here.
- For reasonable accommodations in The Netherlands, click here.
Please note that we do not accept unsolicited resumes to the above email address.
Data privacy
We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team reviews applications submitted through our company website only. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.