ServiceNow Business Analyst – CSM

Job Title: ServiceNow Business Analyst – CSM & Data

Job Summary:

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 is a fully remote contract role for candidates based in India, requiring 7+ years of experience and a Bachelor's or Master's degree in Computer Science, Engineering, Ergonomics, or a related field.

Main Responsibilities:

• Liaison Role: Act 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.
• ServiceNow Developments: 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).