Role 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 new 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 current 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 routing
- Priorities and entitlements
- SLAs and escalations
- Customer communications
- Agent workspace processes
- Customer portals and self-service
- Reports and dashboards
- Maintain requirement traceability from initial request through development, testing, and release.
- Support backlog refinement, prioritisation, sprint planning, demonstrations, and retrospectives.
- Work with developers and architects to clarify requirements and validate proposed solutions.
- Assess the business impact of changes and support stakeholder communication.
- Support UAT planning, execution, defect triage,



and business sign-off.
- Act as a liaison between business stakeholders and the technical delivery team.

The existing CSM delivery material includes stakeholder meetings, requirement validation, assessment of the current CSM environment, definition of process or conversation flows, solution design, testing, UAT, training, deployment, and transition to support.

Quality Assurance

- Review requirements and acceptance criteria for completeness, clarity, and testability.
- Prepare functional test scenarios, test cases, test data, and expected results.
- Execute functional, regression, integration, and exploratory testing for CSM changes.
- Validate case workflows, routing rules, notifications, SLAs, portals, forms, reports, and integrations.
- Record, prioritise, and track defects through resolution and closure.
- Retest resolved defects and support regression testing before releases.
- Work closely with developers to reproduce issues and verify fixes.
- Support business users during UAT and ensure that outcomes are properly documented.
- Contribute to release-readiness and go-live validation activities.

Technical and User Documentation
- Create and maintain:
- Business requirement documents
- Functional specification documents
- Process maps
- User stories and acceptance criteria
- Test plans and test evidence
- User guides
- Standard operating procedures
- Knowledge articles
- Training materials
- Release notes
- Feature summaries
- Configuration and support documentation
- Ensure documentation is accurate, consistent, version-controlled, and understandable to both business and technical audiences.
- Update existing documentation when CSM capabilities or operating processes change.
- Support knowledge-transfer and training sessions for business and support teams.

Mandatory Skills
- 5 to 7 years of overall experience in business analysis, functional consulting, or a related role.
- Experience working with ServiceNow, preferably Customer Service Management.
- Understanding of case management and customer service processes.
- Strong experience in requirement gathering, analysis, documentation, and validation.
- Ability to write high-quality user stories and measurable acceptance criteria.




- Experience creating business process flows, functional specifications, and requirement traceability.
- Practical experience in functional testing, defect management, regression testing, and UAT.
- Ability to create clear business, technical, testing, and end-user documentation.
- Experience working in Agile or Scrum delivery environments.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively with business stakeholders and technical teams.

Desirable Skills
- Experience with ServiceNow CSM Case Management, Customer Service Workspace, Service Portal, SLAs, notifications, and routing.
- Familiarity with CSM integrations and data flows.
- Experience using Jira, Azure DevOps, or similar backlog and defect-management tools.
- Experience with process-modelling tools and techniques.
- Understanding of APIs, integrations, data mapping, and system dependencies.
- Familiarity with ServiceNow Automated Test Framework.
- Experience preparing knowledge articles, operating procedures, and training documentation.
- ServiceNow Certified System Administrator or CSM-related certification.
- Knowledge of ITIL practices.

Education
- Bachelor’s degree in Business Administration, Information Technology, Computer Science, Engineering, or a related discipline.
- Relevant professional experience may be considered in place of formal qualifications.

Expected Outcomes
- Clear and testable requirements for defects, enhancements, and recent CSM features.
- Well-maintained and prioritised product backlog.
- Improved alignment between business expectations and technical delivery.
- Effective functional and regression testing of CSM changes.
- Reduced requirement-related defects and rework.
- Complete, accurate, and reusable business, test, technical, and user documentation.
- Smooth UAT, release, and handover of new capabilities into operational support.

Recommended Resource Profile For this hybrid position, preference should be given to candidates who demonstrate strength across the following areas:
- Strong ServiceNow CSM business analysis capability.
- Ability to independently facilitate stakeholder discussions.
- Hands-on functional testing and defect-triage experience.
- Excellent written communication and documentation skills.
- Flexibility to move between requirement analysis, QA, and documentation based on delivery demand.
- A collaborative and hands-on working style.

Skills ServiceNow, Scrum, Functional Testing, Business Analysis

📌 Business Analyst - ServiceNow CSM (Kochi)
🏢 UST
📍 Kochi