We are seeking an experienced Business Analyst (ServiceNow CSM) with 5–8 years of expertise in business analysis and IT project delivery, particularly within ServiceNow’s Customer Service Management (CSM) module. The ideal candidate will lead ServiceNow CSM implementations, manage integrations with systems like SAP, Twilio, and WebMethods MFT, and ensure smooth project execution through Agile methodologies. This role involves close collaboration with global teams, leading architectural reviews, driving UAT processes, and documenting project progress. The position requires excellent communication skills in English (mandatory) and Spanish (preferred), with flexibility to work on EST hours supporting a capacity team based in India.
Key Responsibilities:
Act as the primary Business Analyst for the implementation of ServiceNow’s Customer Service Management (CSM) module.
Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution.
Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items.
Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence).
Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT).
Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow.
Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs.
Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders.
Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions.
Document weekly status reports and communications using Microsoft PowerPoint and Excel.
Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives.
Qualifications:
5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM.
Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module.
Experience with ServiceNow is mandatory; familiarity with ServiceNow Contact Center solutions is a plus.
Experience working on complex IT-led projects across multiple workstreams.
Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations.
Excellent communication in English both Vocal and written (Mandatory)
Fluent in Spanish; proficiency in Portuguese is a plus but not required (Optional)
Flexibility to work across various time zones to align with global project teams.
Proven experience leading architectural reviews and engaging with relevant review boards.
Additional Information:
Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives
Servicenow BA, CSM Module, Certification in Product Management/ Servicenow, Supply chain and inventory vertical in Healthcare / Life science domain.