ServiceNow Senior CSM Business Analyst

North Carolina

  ServiceNow - Business Analyst / Process Consultant


Our Cloud and Information Services client is looking for a Senior CSM Business Systems Analyst specializing in ServiceNow CSM to join their team. You will play a critical role in their ServiceNow platform’s design, development, implementation and maintenance to support our customer service operations.

The successful candidate will collaborate closely with stakeholders across various departments to gather requirements, analyze business processes, and translate them into effective ServiceNow solutions. Additionally, you will provide subject matter expertise to connect and align CSM with IT Service Management (ITSM) and IT Operations Management (ITOM) to ensure seamless integration and alignment with broader IT initiatives.


  • 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.
  • Collaborate with cross-functional teams to ensure seamless integration of ServiceNow with other IT systems and tools, particularly ITSM and ITOM platforms.
  • 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.


  • 8 years of experience in ServiceNow as a CSM Business Systems Analyst.
  • Bachelor’s degree in Information Technology, Computer Science or related field.
  • Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge
  • Strong understanding of IT Service Management (ITSM) processes, including incident management, change management, and service catalog.
  • Experience with IT Operations Management (ITOM) concepts such as event management, discovery, and orchestration.
  • Proven track record of successful ServiceNow implementations and enhancements, including requirements gathering, solution design, configuration, and testing.
  • Proficiency in ServiceNow development technologies, including JavaScript, GlideScript, and ServiceNow APIs.
  • Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.
  • ServiceNow certifications (e.g., Certified Implementation Specialist – CSM).
  • ServiceNow certification(s) such as Certified System Admin (CSA), Certified Implementation Specialist (CIS), or Certificates for CSM, ITSM, and ITOM is a plus.

Interested? Apply now in the link below or email your resume directly to for consideration.