Analyst , Architecture

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Analyst 2, Architecture

Summit, NJ (Remote)

• We are seeking a Service Now Business Analyst for a multi-million-dollar initiative to implement Service Now’s Customer Service Management (CSM) solution for our Call Center operations in LATAM, specifically Colombia. This role will involve collaboration with teams globally, including regions such as India, LATAM, ANZ, APAC, and potentially EMEA.

• Act as the primary Business Analyst for the implementation of Service Now’s Customer Service Management (CSM) module.
• Collaborate effectively with system integrators (e.g., SAP, Twilio/Whats App/Web Methods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution.
• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items.
• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence).
• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT).
• Develop new enhancements for the CSM module, leveraging experience with various instances of Service Now.
• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs.
• Identify and articulate project risks and concerns, knowing when to escape issues to appropriate stakeholders.
• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions.
• Document weekly status reports and communications using Microsoft PowerPoint and Excel.
• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives.

• 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and Service Now CSM.
• Proven ability to perform business analysis duties for Service Now implementations, particularly with the CSM module.
• Experience with Service Now is mandatory; familiarity with Service Now Contact Center solutions is a plus.
• Experience working on complex IT-led projects across multiple work streams.
• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations.
• Fluent in Spanish; proficiency in Portuguese is a plus but not required.
• Flexibility to work across various time zones to align with global project teams.
• Proven experience leading architectural reviews and engaging with relevant review boards.

• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.