Title:  Enterprise App Programmer

Job Summary

The ServiceNow Business Analyst (CSM), with a minimum 2 years of experience on CSM, and overall, 5-6 years of experience on ServiceNow BA, will be responsible for gathering business requirements, analyzing processes, and implementing solutions within the ServiceNow Customer Service Management (CSM) module. This role involves working closely with stakeholders to understand their needs, translating those needs into technical requirements, and collaborating with the development and QA teams to deliver high-quality solutions.

Job Requirements

•    Requirement Gathering: Collaborate with stakeholders to gather and document business and technical requirements for ServiceNow CSM implementations and enhancements.
•    Process Analysis: Analyze current business processes and workflows to identify areas for improvement and optimization within the ServiceNow CSM module.
•    Solution Design: Develop and propose solutions that align with business objectives and leverage ServiceNow CSM capabilities. Create detailed functional specifications and user stories with technical details.
•    Implementation Support: Work with the development team to ensure accurate and timely implementation of solutions. Provide guidance and clarification on requirements throughout the development lifecycle.
•    Testing and Validation: Develop UAT test plans and conduct UAT to ensure solutions meet business requirements and quality standards. Address any issues that arise during testing.
•    Training and Documentation: Create and maintain documentation, including process flows, user guides, and training materials. Conduct training sessions for end-users and stakeholders.
•    Continuous Improvement: Stay up to date with ServiceNow best practices, new features, and industry trends. Identify opportunities for continuous improvement and innovation within the CSM module.
•    Stakeholder Communication: Serve as the primary point of contact for stakeholders regarding ServiceNow CSM-related inquiries and updates. Communicate effectively with technical and non-technical team members.

Education

•    Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
•    Experience: Overall, 5-6 years of experience as a Business Analyst. Out of which, minimum of 2 years of hands-on experience working with ServiceNow Customer Service Management (CSM) projects.
•    Technical Skills: Proficiency in ServiceNow platform capabilities, with a strong focus on the CSM module. Knowledge of ServiceNow development tools, including workflows, business rules, client scripts, and integrations.
•    Analytical Skills: Strong analytical and problem-solving skills, with the ability to understand complex business processes and translate them into technical requirements.
•    Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
•    Project Management: Experience with project management methodologies and tools. Ability to manage multiple projects and priorities simultaneously.
•    Certifications: ServiceNow Certified System Administrator (CSA) and/or ServiceNow Certified Implementation Specialist - Customer Service Management (CSM) are a plus.

Preferred Qualifications:
•    Experience with Agile/Scrum methodologies.
•    Familiarity with ITIL framework and best practices.
•    Experience with data analysis and reporting tools.