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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level, popular BA title but requires niche ServiceNow CSM skills, so moderate candidate competition.
Requires ServiceNow CSM and case management expertise, limiting cross-industry transferability.
Explicit 5–7 years plus required ServiceNow CSM and QA/documentation skills create strict screening criteria.
Job Description
Structured overview of role & requirementsAbout 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.