Business Analyst - ServiceNow CSM
UST (company site, opens in a new tab)5–7 yrsHyderabadOn-siteDirect career pageEst. 12–18 LPA
Posted on 25 Sept
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Job description
Structured overview of role & requirements
About This Role
- Analyze and document requirements, defects, and enhancement requests for the ServiceNow Customer Service Management (CSM) platform to support continuous improvement.
- Support product backlog refinement, sprint planning, functional QA, user acceptance testing, and release activities to deliver new CSM capabilities.
- Create and maintain comprehensive technical and user documentation including business requirements, functional specs, test plans, and training materials to ensure smooth knowledge transfer and operational support.
Minimum Requirements
- 5 to 7 years of overall experience in business analysis, functional consulting, or a related role.
- Experience with ServiceNow platform, preferably in Customer Service Management (CSM).
- Strong skills in requirements gathering, documentation, functional testing, defect management, and Agile/Scrum delivery.
- Bachelor's degree in Business Administration, IT, Computer Science, Engineering, or related field; relevant professional experience considered.
Ideal Candidate Profile
- Demonstrated expertise in ServiceNow CSM business analysis with ability to lead stakeholder workshops and translate needs into clear user stories and acceptance criteria.
- Hands-on experience in functional and regression testing including defect triage and UAT support within Agile environments.
- Strong technical writing skills to produce clear, version-controlled documentation for business and technical audiences.