ServiceNow Business Analyst

13 hours ago

Bengaluru, Karnataka, India RapidBrains Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title:
ServiceNow Business Analyst (CSM)

Experience Required:
5+ years

Location:
Chennai, Bangalore, Hyderabad

Contract : Long term

Overview

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.

Key Responsibilities

  • Act as the
    primary Business Analyst
    for ServiceNow CSM module implementation projects.
  • Collaborate with
    system integrators
    (e.g., 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
    .

Qualifications

  • 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
    .
  • Excellent
    communication and collaboration skills
    with global teams.
  • English proficiency
    (spoken and written) —
    Mandatory
    .
  • Spanish fluency
    preferred;
    Portuguese
    is a plus.
  • Flexibility to work in
    EST time zone
    .
  • Proven record of
    leading architectural reviews
    and engaging with
    review boards
    .

Preferred Skills & Domain Expertise

  • 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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