Role & responsibilities

Key Responsibilities

1. Entitlement Case Handling (via Agent AI)

Manage and analyse entitlement-related cases created through Agent AI.
Validate case details, entitlement conditions, and correlating customer data.
Ensure Agent AI responses align with business rules and entitlement logic.
Recommend improvements to conversational flows, AI prompts, and case classification rules.

2. Decision Automation Based on Entitlement Dashboard

Interpret and analyse data from the Entitlement Dashboard to support automated decision-making.
Define and maintain business rules, conditions, and logic flows for automation.
Identify repetitive tasks and collaborate with technical teams to implement automation.
Work with stakeholders to validate rule accuracy and compliance.

3. Intelligent Case Routing

Define routing criteria for cases related to Orders, Pricing Helpdesk, and the Development Licensing Team.
Ensure cases are routed based on data-driven rules and predefined scenarios.
Monitor routing accuracy and continuously refine routing logic.
Work with ServiceNow teams to configure or adjust routing workflows, assignment groups, and decision trees.

4. Requirement Gathering & Documentation

Conduct workshops with business teams to understand entitlement processes and exceptions.
Document BRDs, process flows, user stories, acceptance criteria, and functional specifications.
Maintain up-to-date process documentation for entitlement handling.

5. Cross-Functional Collaboration

Work closely with Order Management, Licensing, Pricing, and Product teams.
Liaise with ServiceNow functional and technical teams for implementation or enhancements.
Support UAT, test scenario creation, and validation of automation logic.

6. Continuous Improvement

Servicenow Business Analyst

Job Description