Servicenow Business Analyst

2 days ago

Bengaluru Mumbai Pune, India Capgemini Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role - Servicenow BA (CSM)

Location PAN India

Exp – 5yrs to 12yrs

Notice Period – Immediate – 30 days

Role Overview:

As a ServiceNow CSM Business Analyst, you will be the subject matter expert in Customer Service Management (CSM), responsible for leading client workshops, gathering requirements, translating them into user stories, and supporting the full lifecycle of CSM implementations using Agile methodology.

Key Responsibilities:

  • Lead workshops and demo CSM functionalities to clients.
  • Gather and document business requirements and translate them into user stories.
  • Support all phases: design, build, test, deploy, train, and hypercare.
  • Create technical documentation: test scripts, training materials, process flows.
  • Collaborate with project managers for planning and execution.
  • Conduct UAT, record defects, and manage remediation.

Required Experience & Skills:

  • 3+ CSM implementations as a Business Analyst with a ServiceNow partner.
  • Strong understanding of CSM models (B2B, C2B, franchises, etc.).
  • Hands-on with CSM features: configurable workspace, agent assist, SLAs, portals, etc.
  • Experience with communication channels: virtual agent, email, telephony.
  • Skilled in Agile/Scrum, user story creation, and test management.
  • Excellent communication, documentation, and stakeholder management skills.
  • Proficient in Microsoft Office and ServiceNow Agile/Test Management.

Certifications Required:

  • ServiceNow CSA
  • Professional Suite Certification in CSM

Nice to Have:

  • CIS-ITSM, Micro-Certs in Agile Development, ATF.
  • ITIL4 Foundations

If JD is matching to your profile kindly share updated resume on GAYATRI.RAJESH-.COM

  • Business Analyst

    6 days ago

    Pune, India Business Analyst Full time

    About Client :- Our client is a French multinational information technology (IT) services and consulting company, headquartered in Paris, France. Founded in 1967, It has been a leader in business transformation for over 50 years, leveraging technology to address a wide range of business needs, from strategy and design to managing operations. The company is...

  • ServiceNow Business Analyst

    1 week ago

    Pune, Maharashtra, India TESTQ TECHNOLOGIES LTD Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    ServiceNow Business Analyst:Position Overview:ServiceNow Business Analyst to join our team and act as the liaison between business stakeholders and the technical team. The ideal candidate will have strong knowledge of IT Service Management (ITSM) processes, a solid understanding of the ServiceNow platform, and the ability to translate business requirements...

  • ServiceNow Business Analyst

    7 days ago

    Pune, Maharashtra, India Decillion Digital Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    ServiceNow Business Analyst:Position Overview:ServiceNow Business Analyst to join our team and act as the liaison between business stakeholders and the technical team. The ideal candidate will have strong knowledge of IT Service Management (ITSM) processes, a solid understanding of the ServiceNow platform, and the ability to translate business requirements...

  • ServiceNow Business Analyst

    4 weeks ago

    Bengaluru, India Vontier Full time

    INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities) The ServiceNow Business Analyst will act as a liaison between business stakeholders and the Vontier IT Shared Services organization to provide insight, analysis and prioritization of backlog items to further develop the ITSM Tools platform within Vontier IT Shared Services. The ServiceNow Business...

  • ServiceNow Business Analyst

    1 week ago

    Bengaluru, Karnataka, India Vontier Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)The ServiceNow Business Analyst will act as a liaison between business stakeholders and the Vontier IT Shared Services organization to provide insight, analysis and prioritization of backlog items to further develop the ITSM Tools platform within Vontier IT Shared Services. The ServiceNow Business...

  • ServiceNow Business Analyst

    2 weeks ago

    Pune, India Cozzera Full time

    ServiceNow Business Analyst Experience: 6+ Years Location: Pune About the Role: We are looking for an experienced ServiceNow Business Analyst to join our B2B IT organization, which focuses on telecom industry solutions and B2B business operations in Germany. This role involves defining and managing business requirements across the entire value chain,...

  • Servicenow Business Analyst

    2 days ago

    Bengaluru, India Whatjobs IN C2 Full time

    ServiceNow Business Analyst | Bangalore (Hybrid) | Experience: 1–2 years (ServiceNow-focused) Role Summary Lenovo India is looking for a ServiceNow Business Analyst to act as the bridge between business teams and technical developers. This role requires strong functional knowledge of ServiceNow ITSM, CSM, and ServiceBridge , along with the ability to...

  • ServiceNow Business Analyst

    4 days ago

    Bengaluru, Karnataka, India Fresenius Medical Care Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Summary:We are seeking a skilled ServiceNow Business Analyst to join our dynamic team. This role will be instrumental in bridging the gap between business needs and IT solutions, ensuring the successful implementation and optimization of ServiceNow solutions. The ideal candidate will be responsible for gathering requirements, analyzing business...

  • ServiceNow Business Analyst

    1 week ago

    Pune, India Nteksol Full time

    Description:We are seeking an experienced ServiceNow Business Analyst with a strong background in telecom B2B environments. The ideal candidate should have extensive experience in Service Management, Trouble-to-Resolve (T2R), and Assurance processes, along with hands-on exposure to various ServiceNow telecom Responsibilities:- Gather, analyze, and document...

  • ServiceNow Business Analyst

    4 days ago

    Pune, Maharashtra, India ESP Global Services Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    The ServiceNow Business Analyst is responsible for capturing customers' business processes and desired outcomes across various ServiceNow implementation projects. The Senior Business Analyst will manage customer outcomes on complex level projects.What You Will Be DoingConduct workshops and lead multiple implementations from a customer strategy...