ServiceNow CSM Lead BA

Job Information

Industry

IT ServicesDate Opened

04/12/2026Job Type

Full timeRemote Job

Job Description

This is a remote position.

Job Summary:

We are looking for a ServiceNow CSM (Customer Service Management) Business Analyst to bridge business needs and technical solutions. The role involves gathering requirements, optimizing customer service processes, and supporting the implementation and enhancement of ServiceNow CSM modules to improve customer experience and operational efficiency.

Key Responsibilities:

• Work closely with stakeholders to understand and document business requirements for ServiceNow CSM.
• Analyze current customer service processes and identify areas for improvement.
• Translate business needs into functional specifications and user stories.
• Collaborate with developers and technical teams to ensure accurate implementation.
• Configure and support ServiceNow CSM modules, including case management, knowledge management, and self-service portals.
• Facilitate workshops, meetings, and UAT (User Acceptance Testing) sessions.
• Ensure solutions align with business goals and ServiceNow best practices.
• Provide ongoing support, enhancements, and documentation.

Requirements:

• 4–8 years of experience as a Business Analyst, with hands-on exposure to ServiceNow CSM.
• Strong understanding of ServiceNow platform capabilities and CSM module.
• Experience in requirement gathering, documentation, and stakeholder management.
• Familiarity with Agile/Scrum methodologies.
• Good analytical, problem-solving, and communication skills.
• Experience in tools like Jira, Confluence, or similar.
• ServiceNow certification (CSM or CSA) is a plus.