ServiceNow Business Analyst - CSM

Hiring: ServiceNow Business Analyst – CSM

Full Remote (India)

Contract – 12 Months (Renewable)

Start Date: ASAP

Language: English – Fluent

ServiceNow Business Analyst (CSM)

Required Skills & Experience

Business Analyst / Product Manager / Product Owner

✔ Strong expertise in:

• CSM

  (Case Management, CSM Portal)

• ITSM

  (Incident, Request)

• Core ServiceNow Platform

• ✔ Knowledge of

  CSDM

  (a plus)
• ✔ Good understanding of

  ITIL

• ✔ Experience working with

  3rd-party integrations

• ✔ Knowledge of

  Agile / Scrum

  methodology
• ✔

  Salesforce knowledge

  is a strong advantage

Common Skills:

• Experience leading/co-leading workshops, demos, and requirement sessions

• Excellent English communication skills (written & spoken)

• Strong interpersonal skills and collaborative mindset

• Ability to simplify complex concepts and propose clear solutions

• Experience working in distributed multicultural teams

Education

• Master’s degree (Bac+5) — Engineering / Computer Science / Ergonomics / related field

Mission Overview

Business Analyst

Your responsibilities include:

• Gathering, analysing, and reviewing requirements

• Managing and refining the backlog with internal teams and the external vendor

• Ensuring alignment with ServiceNow best practices

• Guiding process evolution and platform optimization

• Staying updated with product evolutions and sharing insights

• Organizing UATs, preparing key test scenarios, and supporting validation

• Driving workshops with end users and ensuring key points are addressed

• Proposing continuous improvements

Ideal Candidate Profile

• 8–10+ years of overall experience

• Strong functional ownership

• Self-driven, structured, and comfortable working autonomously

• Team player with a positive, problem-solving mindset