Gather, analyze, and document requirements with business areas
Lead discovery workshops and process-alignment sessions with stakeholders
Develop and optimize business processes (Business Process Design)
Translate business needs into functional requirements and solutions within ServiceNow CSM
Serve as the interface between business teams and technical teams
Support solution implementation, ensuring adherence to defined requirements
Conduct and support functional testing, including SIT (System Integration Test) and UAT (User Acceptance Test)
Support continuous improvement initiatives for processes and the platform

Experience with ServiceNow Customer Service Management (CSM)
Experience in requirements elicitation and analysis (Requirements Analysis)
Experience in process design and optimization (Business Process Design)
Experience working as a Business Analyst on information technology projects
Experience interacting with business stakeholders and technical teams in project environments

Business Analyst – ServiceNow CSM, Senior

Key skills