ServiceNow Business Analyst – CSM

Job Title: ServiceNow Business Analyst – CSM & Data

Location: Remote (India)

Contract Type: 12-Month Contract (Renewable)

Experience: 7+ Years

Key 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.
• Stay updated on ServiceNow platform developments and propose functional improvements.

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.
• Comfortable working in cross-cultural, distributed teams.

Qualifications:

• Bachelor's or Master's degree in Computer Science, Engineering, Ergonomics, or a related field (Bac+5 preferred).

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