Servicenow Business Analyst

16 hours 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

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