ServiceNow Business Analyst

1 month ago

Bengaluru, India APN Consulting Inc Full time
Title- ServiceNow Business Analyst
Location- Remote
Duration- Contract

Job Description Job Overview:

We are seeking a highly skilled ServiceNow Business Analyst with expertise in Customer Service Management (CSM) to join our dynamic team. The ideal candidate will have experience working with ServiceNow's CSM module to streamline customer service processes, enhance the end-user experience, and drive operational efficiency. This role will collaborate closely with stakeholders to gather and document requirements, configure ServiceNow CSM solutions, and ensure successful deployment of enhancements and new features.

Key Responsibilities:

  • Requirement Gathering and Analysis:

    • Engage with business stakeholders to understand and document requirements for ServiceNow CSM processes (case management, service request management, knowledge management, etc.).
    • Analyze existing customer service workflows and identify opportunities for optimization using ServiceNow CSM functionalities.
    • Develop business requirement documents (BRDs), user stories, and acceptance criteria.

  • ServiceNow CSM Configuration:

    • Assist in the configuration and customization of ServiceNow CSM modules, including Incident, Request Management, Case Management, and Knowledge Management.
    • Configure ServiceNow features such as Service Level Agreements (SLAs), workflows, notifications, and reports within the CSM module.

  • Collaboration and Stakeholder Management:

    • Collaborate with IT, development teams, and business stakeholders to ensure that the CSM solution meets business needs and is fully integrated with other ServiceNow modules (e.g., Incident Management, Problem Management).
    • Serve as the liaison between business teams and technical teams to ensure smooth implementation of solutions.

  • Testing and Quality Assurance:

    • Develop and execute test plans and test cases for CSM enhancements and customizations.
    • Perform user acceptance testing (UAT) and validate that changes meet business requirements.
    • Troubleshoot and resolve issues related to the CSM functionality.

  • Process Optimization:

    • Identify and recommend opportunities for process improvements within the customer service function, leveraging ServiceNow's capabilities.
    • Support the optimization of workflows and automations to enhance operational efficiency and reduce manual tasks.

  • Training and Support:

    • Provide end-user training on CSM features and best practices.
    • Assist in creating user guides and documentation for training and knowledge transfer.
    • Provide ongoing support and troubleshooting for CSM-related issues.

  • Reporting and Metrics:

    • Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer service operations.
    • Provide insights and recommendations based on data analysis to improve service delivery.
Qualifications:

Required:

  • Bachelor's degree in Business, Information Technology, or a related field.
  • 3+ years of experience as a Business Analyst with a focus on ServiceNow CSM.
  • Strong understanding of ServiceNow CSM module, including Case Management, Service Request Management, and Knowledge Management.
  • Experience in requirements gathering, process mapping, and documentation (e.g., BRDs, user stories).
  • Proficiency in ServiceNow platform configuration (e.g., workflows, forms, notifications, SLAs).
  • Knowledge of ServiceNow best practices and industry standards for CSM processes.
  • Strong communication and interpersonal skills with the ability to interact effectively with both technical and non-technical stakeholders.
  • Familiarity with Agile methodologies (Scrum, Kanban).

Preferred:

  • ServiceNow Certified System Administrator (CSA) certification.
  • ServiceNow CSM certification or any related ServiceNow certification.
  • Experience in integrating ServiceNow CSM with other enterprise systems (e.g., CRM, ERP).
  • Knowledge of ITIL processes and frameworks.
  • Experience with data analysis and creating performance dashboards/reports using ServiceNow Reporting and Performance Analytics.
Skills and Competencies:
  • Strong problem-solving and analytical skills.
  • Ability to manage multiple tasks and prioritize work effectively.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and commitment to high-quality work.
  • Ability to work independently and as part of a team in a fast-paced environment.

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