ServiceNow Digital Transformation Specialist

Job Title: ServiceNow Business Analyst – CSM

We are seeking an experienced ServiceNow Business Analyst with a strong background in Customer Service Management (CSM) and data-driven projects to support a large-scale digital transformation initiative. This fully remote contract role is ideal for candidates based in India who want to work on high-profile projects.

Main Responsibilities:

• Act as a liaison between internal stakeholders, product managers, and implementation partners.
• Analyze and review internal customer requirements, manage product backlogs, and ensure adherence to ServiceNow best practices.
• Support process design, platform configuration, and testing activities.
• Lead or assist in workshops, demos, and UAT sessions.

Required Skills:

• 4+ years of experience as a Business Analyst/Product Manager/Product Owner on the ServiceNow platform.
• Expertise in ServiceNow modules: CSM, ITSM, CSDM.
• Experience with Data Mapping, Data Models, and API Integration.
• Strong understanding of ITIL and Agile SCRUM methodologies.
• Excellent communication, documentation, and interpersonal skills.