ServiceNow Business Analyst – CSM

Job Title: ServiceNow Business Analyst – CSM & Data

Location: Remote (India)

Contract Type: 12-Month Contract (Renewable)

Experience: 7+ Years

We are seeking a seasoned ServiceNow Business Analyst with expertise in CSM (Customer Service Management) and data-driven projects to support our large-scale digital transformation initiative.

This is a fully remote contract role for candidates based in India. Key Responsibilities:

• Liaison Role: Serve as a liaison between internal stakeholders, product managers, and implementation partners.
• Requirements Analysis: Analyze and review internal customer requirements, manage product backlogs, and ensure adherence to ServiceNow best practices.
• Process Design and Configuration: Support process design, platform configuration, and testing activities.
• Workshops and Training: Lead or assist in workshops, demos, and UAT sessions.
• Platform Updates: Stay updated on ServiceNow platform developments and propose functional improvements. Required Skills:
• ServiceNow Experience: 4+ years of experience as a Business Analyst / Product Manager / Product Owner on the ServiceNow platform.
• Module Expertise: Expertise in ServiceNow modules: CSM, ITSM, CSDM.
• Data Integration: Experience with Data Mapping, Data Models, and API Integration.
• Methodologies: Strong understanding of ITIL and Agile SCRUM methodologies.
• Communication: Excellent communication, documentation, and interpersonal skills.
• Cross-Cultural Teamwork: Comfortable working in cross-cultural, distributed teams. Qualifications:
• Degree Requirements: Bachelor's or Master's degree in Computer Science, Engineering, Ergonomics, or a related field (Bac+5 preferred).