Role Description
Job Description: ServiceNow CSM Business Analyst
Job Title
ServiceNow CSM Business Analyst with QA and Technical Writing Responsibilities
Experience
5 to 7 years of overall experience, with relevant experience in business analysis for ServiceNow or enterprise workflow platforms.
Role Overview
We are looking for a ServiceNow CSM Business Analyst to support the continued improvement of the existing Customer Service Management platform. The role will involve analysing defects and enhancement requests, gathering and documenting requirements, refining the product backlog, supporting solution design, and helping the team deliver recent CSM capabilities.
The position is designed as a hybrid role. Approximately 60 to 70% of the capacity will be focused on business analysis activities. The remaining capacity will support functional QA, user acceptance testing, and technical or user documentation.
The candidate should therefore have strong business analysis capabilities along with practical experience in functional testing and producing clear, structured documentation.
Key Responsibilities
Business Analysis
Engage with business stakeholders, product owners, operational teams, developers, and architects to understand business needs.
Analyse reported defects, enhancement requests, and requests for new CSM capabilities.
Facilitate discovery sessions, requirement workshops, process walkthroughs, and solution discussions.
Document:
Business requirements
Functional requirements
User stories
Acceptance criteria
Business rules
Process flows
Data requirements
Integration requirements
Non-functional requirements
Translate business requirements into clear, actionable items for the ServiceNow development team.
Analyse current CSM processes and identify functional gaps, inefficiencies, and improvement opportunities.
Support the design of CSM processes covering areas such as:
Case creation and categorisation
Case lifecycle and status transitions
Assignment and rou
📌 Business Analyst (Kochi)
🏢 UST
📍 Kochi