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Capgemini
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Servicenow Business Analyst (CSM) - PAN INDIA

Servicenow Business Analyst (CSM) - PAN INDIA

Capgemini

5 - 10 years

5 - 15 Lacs

pune bengaluru mumbai (all areas)

Posted:2 weeks ago| Platform:

Apply

Skills Required

csm certifed servicenow business analyst csm customer service management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role - Servicenow BA (CSM)

Location PAN India

Exp – 5yrs to 12yrs

Notice Period – Immediate – 30 days

Role Overview:

ServiceNow CSM Business Analyst

Key Responsibilities:

Lead workshops and demo CSM functionalities to clients.
Gather and document business requirements and translate them into user stories.
Support all phases: design, build, test, deploy, train, and hypercare.
Create technical documentation: test scripts, training materials, process flows.
Collaborate with project managers for planning and execution.
Conduct UAT, record defects, and manage remediation.

Required Experience & Skills:

3+ CSM implementations
as a Business Analyst with a ServiceNow partner.
Strong understanding of
CSM models
(B2B, C2B, franchises, etc.).
Hands-on with
CSM features
: configurable workspace, agent assist, SLAs, portals, etc.
Experience with
communication channels
: virtual agent, email, telephony.
Skilled in
Agile/Scrum
, user story creation, and test management.
Excellent communication, documentation, and stakeholder management skills.
Proficient in
Microsoft Office
and
ServiceNow Agile/Test Management
.

Certifications Required:

ServiceNow CSA
Professional Suite Certification in CSM

Nice to Have:

CIS-ITSM
,
Micro-Certs
in Agile Development, ATF.
ITIL4 Foundations

GAYATRI.RAJESH-GUPTA@CAPGEMINI.COM

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