- Company Name
- Focus on SAP
- Job Title
- ServiceNow CSM Business Analyst
- Job Description
-
**Job Title**
ServiceNow CSM Business Analyst
**Role Summary**
Senior business‑facing analyst responsible for translating complex operational processes into scalable ServiceNow Customer Service Management (CSM) solutions. Leads requirements gathering, process design, functional guidance, and stakeholder collaboration to deliver customer‑centric workflows, integrations, and measurable improvements.
**Expectations**
- Deliver end‑to‑end CSM design, documentation, and implementation within a 6‑month contract.
- Work independently with business and technical stakeholders to shape requirements and ensure alignment with business goals.
- Drive quality, governance, and user acceptance testing, ensuring solutions meet SLAs and KPIs.
**Key Responsibilities**
- Lead discovery workshops to capture business requirements, user stories, and acceptance criteria.
- Analyse and document current‑state and target‑state processes with clear traceability.
- Map end‑to‑end customer journeys across channels and define measurable outcomes (handling time, resolution rates, SLA adherence).
- Design functional specifications for Cases, Tasks, Assignment Rules, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents.
- Specify data models, tables, relationships, and record lifecycles; ensure coherent data sharing across customers and accounts.
- Author integration requirements (API contracts, payloads, error handling, non‑functional considerations) and collaborate with technical teams on Integration Hub, MID Server, REST/SOAP APIs, events/webhooks.
- Capture reporting and dashboard requirements (case volumes, backlog, ageing, SLA compliance).
- Define assignment and routing rules to optimise agent productivity.
- Design Agent Workspace layouts, guided decisions, playbooks, knowledge search, and next‑best‑action experiences.
- Maintain the product backlog, prioritise work, drive UAT, and uphold quality and governance standards.
- Contribute to training materials, release notes, and adoption activities.
**Required Skills**
- Proven experience as a ServiceNow CSM business analyst.
- Hands‑on knowledge of Case Management, SLAs, Knowledge Base, Virtual Agent, Playbooks, and Portals.
- Strong workflow design, data modelling, and record relationship expertise.
- Integration experience with Integration Hub, MID Server, REST/SOAP APIs, events/webhooks.
- Proficient in BPMN/UML, user stories, acceptance criteria, backlog management, and UAT planning.
- Ability to define KPIs and reporting needs (e.g., AHT, FCR, CSAT/NPS, backlog, SLA compliance).
- Excellent stakeholder management, workshop facilitation, and client‑facing communication.
- Independent, confident communicator able to work autonomously.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, Business Analytics, or related field.
- ServiceNow Certified Implementation Specialist – CSM or equivalent ServiceNow certifications preferred.