Business Analyst

Job summary

This hybrid role seeks an experienced business analyst with deep expertise in ServiceNow CSM and ServiceNow TSM to translate complex business needs into scalable platform solutions. The analyst will collaborate with stakeholders during day shifts to optimize customer workflows drive measurable service improvements and support enterprise wide transformation initiatives without travel requirements.

Responsibilities

• Collaborate with enterprise stakeholders to capture detailed business requirements and translate them into structured ServiceNow CSM and ServiceNow TSM user stories that clearly define outcomes and measurable business value.
• Analyze current customer service processes and case management workflows to identify gaps and propose ServiceNow configurations that reduce manual effort and improve response times across the organization.
• Design and document end to end process flows that align ServiceNow CSM capabilities with business objectives while ensuring compliance with internal policies and regulatory standards.
• Partner with ServiceNow architects and developers to review functional designs and validate that proposed solutions are practical maintainable and aligned with platform best practices.
• Create comprehensive functional specifications and configuration guides for CSM and TSM modules that enable consistent implementation and easy knowledge transfer among delivery teams.
• Conduct detailed impact analysis for new features and enhancements to anticipate downstream effects on integrations data quality reporting and user experience.
• Coordinate and execute system testing activities including test case design functional testing and regression validation to ensure that ServiceNow solutions meet documented acceptance criteria.
• Facilitate workshops and walkthroughs with process owners to demonstrate ServiceNow capabilities gather feedback and refine solutions based on operational insights.
• Develop clear and user friendly training materials job aids and reference documentation to support adoption of new CSM and TSM functionalities across diverse user groups.
• Monitor production performance metrics and user feedback to identify opportunities for continuous improvement and recommend incremental ServiceNow enhancements that deliver tangible service outcomes.
• Support governance activities by maintaining accurate records of requirements decisions and configuration changes to ensure traceability and alignment with strategic priorities.
• Collaborate with reporting teams to define meaningful dashboards and analytics in ServiceNow that provide visibility into customer service performance and trend analysis for leadership groups.
• Coordinate with cross functional teams in a hybrid work model to ensure day shift availability for stakeholder meetings requirement clarification and timely resolution of functional issues.

Qualifications

• Demonstrate strong proficiency in ServiceNow CSM including case management workflows service catalogs and customer data models with proven experience in large scale implementations.
• Apply hands on experience in ServiceNow TSM to design task service management processes that support complex operational models and multi team collaboration.
• Exhibit advanced skills in business process analysis and process reengineering using structured methods to convert business challenges into clear ServiceNow solutions.
• Show capability in writing precise user stories acceptance criteria and functional specifications that guide configuration and development teams effectively.
• Display solid understanding of IT service management principles customer experience concepts and enterprise service operations gained through ten to fourteen years of professional experience.
• Demonstrate strong communication and stakeholder management abilities that enable effective negotiation of priorities and clear explanation of ServiceNow capabilities.
• Utilize experience working in hybrid environments and day shift schedules to maintain responsiveness collaboration and timely delivery of project milestones without travel obligations.