ServiceNow Business Analyst - CSM

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Required Skills & Expertise

Functional & Methodological Skills

• 6+ years of hands-on experience as a Business Analyst, Product Manager, or Product Owner on the ServiceNow platform
• Strong expertise in:
• CSM (Case Management, CSM Portal)
• ITSM (Incident, Request)
• ServiceNow Platform
• Knowledge of CSDM is a plus
• Good understanding of ITIL
• Experience in large transformation projects is a plus
• Familiarity with Agile SCRUM methodology

Common Skills

• Experience in leading/co-leading workshops, demos
• Excellent written and verbal communication skills in English
• Strong interpersonal skills, positive attitude, and open mindset
• Ability to simplify complex concepts and assess effort/impact
• Team player with experience in distributed, multicultural teams

Preferred Skills (Nice to Have)

• Additional certifications or experience in ServiceNow modules
• Exposure to enterprise-level digital transformation initiatives

Role Overview

The Business Analyst will serve as a key liaison between internal stakeholders, the Product Manager, and the implementation team. Depending on the team structure, the role may evolve between Business Analyst and Product Owner responsibilities.

Key Responsibilities

• Gather, analyze, and review internal customer requirements
• Maintain and prioritize backlog in collaboration with external vendors and other stakeholders
• Ensure alignment with ServiceNow best practices and propose alternative solutions when needed
• Provide guidance on process evolution and platform capabilities
• Stay updated on product developments and share insights with the team
• Work independently while engaging developers, peers, and management as needed
• Organize and support UATs, build and update test scenarios
• Drive functional workshops and ensure key topics are addressed
• Propose improvements within the functional scope

Team Context

The role is part of a digital transformation team focused on delivering strategic priorities, enhancing digital capabilities, and managing end-to-end services. The team values speed, simplicity, business value, and global collaboration.