About the role
AI summarisedServe as the crucial liaison between business stakeholders and technical teams, driving successful ServiceNow ITSM and CSM implementations by translating complex business needs into actionable technical specifications.
ConsultingOnsite
Key Responsibilities
- Gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
- Analyze business needs into user stories, functional specifications, process flows, and solution designs.
- Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
- Support ServiceNow configuration and customization in partnership with technical teams.
- Conduct gap analysis between existing ServiceNow capabilities and client needs.
- Collaborate with QA teams to define test scenarios and validate functionality.
- Participate in UAT sessions and support go-live activities and post-deployment support.
- Monitor ServiceNow performance, identify enhancement opportunities, and contribute to roadmap planning.
Requirements
- 2-5 years of experience as a ServiceNow projects business analyst
- Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.)
- Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals)
- Experience with Agile/Scrum delivery methodologies
- Bachelor’s degree in Computer Science, Information Systems, Business, or related field
- Strong analytical and problem-solving skills
- Excellent verbal and written communication abilities
- Experience working with global and cross-functional teams