ServiceNow CSM Lead BA

Key Responsibilities:

• Work closely with stakeholders to understand and document business requirements for ServiceNow CSM.
  
• Analyze current customer service processes and identify areas for improvement.
  
• Translate business needs into functional specifications and user stories.
  
• Collaborate with developers and technical teams to ensure accurate implementation.
  
• Configure and support ServiceNow CSM modules, including case management, knowledge management, and self-service portals.
  
• Facilitate workshops, meetings, and UAT (User Acceptance Testing) sessions.
  
• Ensure solutions align with business goals and ServiceNow best practices.
  
• Provide ongoing support, enhancements, and documentation.

Requirements:

• 4–8 years of experience as a Business Analyst, with hands-on exposure to ServiceNow CSM.
  
• Strong understanding of ServiceNow platform capabilities and CSM module.
  
• Experience in requirement gathering, documentation, and stakeholder management.
  
• Familiarity with Agile/Scrum methodologies.
  
• Good analytical, problem-solving, and communication skills.
  
• Experience in tools like Jira, Confluence, or similar.
  
• ServiceNow certification (CSM or CSA) is a plus.