Senior Manager - SN Automation Engineering Product Analyst

Overview

Supports the SERVICENOW Automation Engineering Architect in translating business strategy, pain points and regulatory needs into clear, testable requirements, and contributes to the iTSM Service Catalog, including conversational/automation of forms and MSP service catalog factory for basic forms.

What you'll do

• Support the Automation Engineering Architect to realise the Product strategy by eliciting and managing detailed business requirements (e.g., features, user stories) and designing technology-enabled use cases.
• Document as-is and to-be system processes, identifying opportunities for system, process, and workflow improvement, supported by impact analysis and basic data insights.
• Document functional and non-functional requirements (e.g., security, performance, operability, accessibility), ensuring they are reflected in specifications and delivery plans.
• Document functional and technical specifications needed to deliver changes and support configuration or code delivery by providing clear design inputs; maintain configuration repositories and version updates where applicable.
• Support technical delivery teams by advising Developers and Test Analysts on expected system behaviour and acceptance criteria, informed by clear business and non-functional requirements.
• Perform functional and non-functional testing for delivered solutions and upgrades, ensuring the system fulfils requirements; support the creation of test cases and execution using test management tooling.
• Support configuration release management activities, adhering to release management policy, documenting version history, deployment notes, and release checklists.
• Develop user guides, configuration documentation, runbooks, and training materials; deliver training to key users or support teams to enable Product adoption and support readiness.
• Support the Automation Engineering Architect to identify and document additional security, data privacy, and compliance considerations (e.g., sensitive data handling), liaising with relevant SMEs to embed required controls.
• Support onboarding into GSK systems and adherence to Portfolio and platform control requirements (e.g., compliance artefacts, access controls, operability standards).
• Support the Automation Engineering Architect to identify and implement automation or workflow efficiency opportunities within the Product team, backed by basic usage metrics or adoption insights.
• Act as an escalation point for the Application Support team, advising on complex incidents and ensuring documentation and configuration records remain accurate for effective support and maintenance.

What you'll need

• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience.
• Overall 10 years and typically 2–4 years' experience in a business analysis or product-focused role supporting technology delivery.
• Experience eliciting and managing detailed business requirements in operational or complex business environments; building process flows and facilitating stakeholder sessions.
• Demonstrated ability to analyse business problems and develop technology-enabled use cases using structured methods.
• Experience supporting functional testing activities, including executing test cases and managing defects through to resolution.
• Strong business knowledge in a relevant functional domain (e.g., IT, Finance, R&D), with the ability to analyse business challenges using structured frameworks, model end-to-end processes (e.g., BPMN), and support delivery through familiarity with Agile practices (e.g., SAFe, Scrum, Kanban).
• Strong communication and stakeholder engagement skills, with the ability to collaborate effectively across business and technical teams.

Nice to have

• Industry certifications (e.g. SAP certification in related area, Agile methodologies).
• Familiarity with software engineering concepts, security considerations, and technology solutioning.
• Experience in Pharmaceuticals or other regulated industries to support compliance, data integrity, and controlled business processes.

Details

• Location: Bengaluru Luxor North Tower.