Servicenow CSM Business Analyst

Description:
ServiceNow Customer Service Management (CSM) Business Analyst
Business Analyst will need to have experience leading process-based business workshops to flush out desired business capabilities within the ServiceNow Technology Stack.
Responsibilities:
Collaborate with business stakeholders to understand and document ServiceNow CSM implementation and enhancements requirements. Design, configure, and customize ServiceNow CSM modules to meet business needs, leveraging best practices and industry standards. Conduct a thorough analysis of existing business processes and identify opportunities for improvement and optimization through ServiceNow. Lead and participate in the full lifecycle of ServiceNow projects, including requirements gathering, solution design, development, testing, deployment, and post-implementation support. Provide guidance and expertise to junior analysts and developers on ServiceNow CSM configurations and best practices. Develop and maintain documentation, including system requirements, design specifications, test plans, and user guides. Stay abreast of ServiceNow platform updates, industry trends, and best practices to improve our ServiceNow environment continuously.
Qualifications: 5 years of experience in ServiceNow as a CSM Business Systems Analyst. Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience. Certifications - ServiceNow CSA, Service Now CAD Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions. Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.