ServiceNow Business Analyst CSM

New York

ServiceNow - Business Analyst / Process Consultant

Contract

Our client, a leading Digital Transformation Consulting firm, is hiring a ServiceNow Business Analyst with expertise in Customer Service Management (CSM) to join their team on a contract basis in New York. The successful candidate will serve as a vital link between business stakeholders and technical teams, gathering and translating business requirements into effective, scalable solutions within the ServiceNow CSM platform.

Responsibilities

Engage with stakeholders, product owners and end-users to collect, document and confirm requirements related to ServiceNow CSM.
Facilitate interviews, workshops and process evaluations to gain insight into workflows and pinpoint opportunities for improvement.
Convert business needs into well-defined user stories, functional specifications and acceptance criteria.
Collaborate with developers and architects to design and validate ServiceNow CSM solutions, including Case Management, Customer Portal, Playbooks and Virtual Agent.
Assist in user acceptance testing by creating test scenarios and cases, and coordinating testing sessions.
Evaluate and enhance customer service workflows to boost efficiency and performance.
Identify and recommend automation and integration opportunities within ServiceNow to streamline operations.
Serve as a communication bridge between business users and development teams, ensuring transparency and alignment.
Maintain comprehensive documentation such as process flows, use cases and system configurations, adhering to governance standards and best practices.

Skillset

Bachelor’s degree in Business Administration, Information Systems or similar.
At least 3 years of experience as a Business Analyst, including a minimum of 2 years focused on ServiceNow projects.
Demonstrated hands-on expertise with ServiceNow Customer Service Management (CSM).
Solid knowledge of ITIL principles, customer support processes and enterprise service delivery frameworks.
In-depth familiarity with key ServiceNow CSM functionalities such as Case Management, Agent Workspace, Customer Portal and Knowledge Management.
Skilled in developing user stories, acceptance criteria and detailed process documentation.
Experience working within Agile/Scrum methodologies, using tools like Jira or Azure DevOps.
ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – CSM, and/or Certified Business Analyst Professional (CBAP) are a bonus.