Description :
ServiceNow Customer Service Management (CSM) Business Analyst
Business Analyst will need to have experience leading process-based business workshops to flush out desired business capabilities within the ServiceNow Technology Stack.
Responsibilities :
- Collaborate with business stakeholders to understand and document ServiceNow CSM implementation and enhancements requirements.
- Design, configure, and customize ServiceNow 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 ServiceNow.
- Lead and participate in the full lifecycle of ServiceNow projects, including requirements gathering, solution design, development, testing, deployment, and post-implementation support.
- Provide guidance and expertise to junior analysts and developers on ServiceNow CSM configurations and best practices.
- Develop and maintain documentation, including system requirements, design specifications, test plans, and user guides.
- Stay abreast of ServiceNow platform updates, industry trends, and best practices to improve our ServiceNow environment continuously.
Qualifications :
- 5 years of experience in ServiceNow as a CSM Business Systems Analyst.
- Bachelor's degree in Information Technology, Computer Science, or related field and / or relevant years of experience.
- Certifications - ServiceNow 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 ServiceNow solutions.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
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