Business Analyst - ServiceNow CSM

Responsible for enhancing the ServiceNow Customer Service Management (CSM) platform by analyzing defects, gathering requirements, and facilitating solution design. The role blends business analysis with functional QA and technical documentation, ensuring clear, testable requirements and high-quality deliverables.

• Engage stakeholders, product owners, developers, and architects to elicit and document business, functional, and non‑functional requirements
• Analyze defects, enhancement requests, and new CSM capability requests
• Facilitate discovery sessions, workshops, and process walkthroughs
• Translate requirements into business requirements, functional requirements, user stories, acceptance criteria, and process flows
• Maintain requirement traceability and support backlog refinement, sprint planning, and retrospectives
• Plan and execute UAT, defect triage, and business sign‑off activities
• Prepare and execute functional, regression, integration, and exploratory test cases
• Document test plans, test evidence, and defect logs
• Create and maintain business requirement documents, functional specifications, process maps, user guides, SOPs, knowledge articles, and release notes
• Support knowledge transfer and training sessions for business and support teams

• 5-7 years of overall experience in business analysis or functional consulting
• Hands‑on experience with ServiceNow, preferably CSM module
• Strong requirement gathering, analysis, and documentation skills
• Practical experience in functional testing, defect management, regression testing, and UAT
• Experience with Agile/Scrum delivery environments
• Excellent written and verbal communication
• Knowledge of ITIL practices (preferred)
• Bachelor’s degree in Business Administration, IT, Computer Science, Engineering, or related field