Position Details: ServiceNow CSM Business Analyst

Service Now Customer Service Management (CSM) Business Analyst

The Business Analyst will need to have experience leading process-based business workshops to flush out desired business capabilities within the Service Now Technology Stack.

Responsibilities include:

• Collaborate with business stakeholders to understand and document Service Now CSM implementation and enhancements requirements.
• Design, configure, and customize Service Now CSM modules to meet business needs, leveraging best practices and industry standards.
• Conduct a thorough analysis of existing business processes and identify opportunities for improvement and optimization through Service Now.
• Lead and participate in the full lifecycle of Service Now projects, including requirements gathering, solution design, development, testing, deployment, and post-implementation support.
• Provide guidance and expertise to junior analysts and developers on Service Now CSM configurations and best practices.
• Develop and maintain documentation, including system requirements, design specifications, test plans, and user guides.
• Stay abreast of Service Now platform updates, industry trends, and best practices to improve our Service Now environment continuously.

Qualifications include:

• 5 years of experience in Service Now as a CSM Business Systems Analyst.
• Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
• Certifications – Service Now CSA, Service Now CAD
• Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge
• Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical Service Now solutions.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.