Job Description

Qualifications and Skills: Bachelors degree in Business Administration, Information Technology or related field. 5+ years of experience as a Business Analyst, including 2+ years with ServiceNow and at least 1+ year focused on CSM. Solid understanding of ServiceNow CSM features including Case Management, SLAs, AWA (Advanced Work Assignment) and Knowledge Management. Experience creating business process documentation, user stories and acceptance criteria. Familiarity with Agile/Scrum methodologies. Strong communication and interpersonal skills to work effectively with both business and technical stakeholders. ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist – CSM (preferred). Experience in customer support or customer service operations. Exposure to integration projects involving CRM, CTI or portal technologies.