ServiceNow Business Analyst

3 days ago

Bangalore, India RapidBrains Full time

Job Title: ServiceNow Business Analyst (CSM) Experience Required: 5+ years Contract : Long term We are seeking an experienced Business Analyst (ServiceNow CSM) with 5–8 years of experience in business analysis and IT project delivery, particularly in ServiceNow Customer Service Management (CSM). The ideal candidate will lead ServiceNow CSM implementations, manage integrations with SAP, Twilio, and WebMethods MFT, and drive project execution using Agile methodologies. This role involves working closely with global teams, conducting architectural reviews, facilitating UAT, and maintaining comprehensive documentation. Strong English communication skills are mandatory; Spanish proficiency is highly preferred. The candidate should be flexible to work during EST hours supporting a capacity team based in India. Act as the primary Business Analyst for ServiceNow CSM module implementation projects. SAP, Twilio/WhatsApp, WebMethods MFT), client technical teams, and business stakeholders. Lead and document weekly project plan meetings, ensuring task accountability. Capture, document, and manage user stories and requirements using Agile tools (e.g., JIRA, Scrum, Confluence). Coordinate and manage User Acceptance Testing (UAT), ensuring business participation and quality delivery. Develop and enhance ServiceNow CSM functionalities across multiple instances. Lead architectural reviews to ensure compliance with technical and business standards. Identify and escalate project risks and issues proactively. Maintain a working knowledge of system integrations and IT architecture models. Prepare and distribute weekly project status reports using PowerPoint and Excel. Collaborate with other BAs to identify platform enhancement opportunities and value-added initiatives. 5–8 years of solid experience in business analysis, preferably in Supply Chain IT or ServiceNow CSM. Proven experience in ServiceNow implementations, particularly CSM module. Hands-on experience with ServiceNow platform (certifications preferred). Familiarity with ServiceNow Contact Center or integration projects is an advantage. Experience managing complex, multi-workstream IT projects. English proficiency (spoken and written) — Mandatory. Spanish fluency preferred; Portuguese is a plus. ServiceNow Business Analyst Certification. Experience in Supply Chain & Inventory within Healthcare/Life Sciences domains. Exposure to Product Management and Continuous Improvement Initiatives.

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