ServiceNow CSM Business Analyst (Techno-Functional)

Total experience: 8y+

Relevant experience: 5+

Roles & Responsibilities:

• Requirement Analysis & Use Case Definition:
  - Engage with business stakeholders to gather, clarify, and validate customer service management (CSM) requirements. - Prepare detailed use cases, user stories, and acceptance criteria aligned with business objectives.
• Techno-Functional Collaboration:
  - Translate business needs into functional and technical specifications. - Work closely with ServiceNow developers to draft feasible technical solutions using CSM capabilities. - Review solution designs and ensure alignment with business goals and platform best practices.
• Sprint Planning & Agile Delivery:
  - Participate in backlog grooming, sprint planning, and daily stand-ups. - Facilitate sprint demos to showcase completed features and gather feedback. - Validate delivered functionalities in SIT/UAT phases and support user sign-off.
• Documentation & Communication:
  - Maintain process flows, data models, and configuration documentation. - Create knowledge articles, training material, and support onboarding of end-users.
• Continuous Improvement & Platform Awareness:
  - Identify and propose enhancements based on business feedback and new ServiceNow features. - Stay updated with the latest capabilities of the ServiceNow CSM module.

Preferred Skills:

• Strong understanding of ServiceNow CSM components: Case Management, Agent Workspace, SLAs, Knowledge Management, and Virtual Agent.
• Exposure to REST APIs, data integrations, service portal and system architecture discussions.
• Working knowledge of Agile/Scrum delivery frameworks.
• Certifications: CSA (must), CISCSM (preferred).