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Tephra
Position Details: ServiceNow CSM Business Analyst

Location Cary, North Carolina

 
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Tephra
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Tephra
Tephra

Position Details: ServiceNow CSM Business Analyst

location Cary, North Carolina

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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.
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