Job Title: SNOW(ServiceNow) - Business Analyst - Now Assist

Role/Job Summary:

A ServiceNow Business Analyst specializing in Now Assist (ServiceNow’s Generative AI capability) acts as the bridge between business stakeholders and technical teams. Their core focus is identifying how GenAI can automate workflows, summarize cases, and improve user experiences, and then translating those needs into actionable technical designs.

The ideal candidate merges traditional ServiceNow BA skills (requirements gathering, Agile mapping, process modeling) with expertise in conversational design, AI implementation, AI skills, AI agents, and basic knowledge of CSM modules.

Key Responsibilities

- AI & Now Assist Strategy: Identify use cases where Now Assist can drive value, such as case summarization, customer interaction support, knowledge article creation, and faster case resolution.
- Requirement Gathering: Translate complex business problems into functional specifications, user stories, and acceptance criteria.
- CSM Process Analysis: Understand and define customer service processes such as case management, case routing, escalation, SLAs, entitlements, and customer communications.
- Conversational & AI Design: Design dialogue flows, intent structures, and fallback strategies for Virtual Agent and Now Assist implementations.
- Stakeholder Management: Collaborate with business leaders, customer service teams, IT teams, and end-users to secure buy-in and align technical delivery with business goals.
- Testing & Validation: Define QA test scenarios, support User Acceptance Testing (UAT), and ensure CSM and Now Assist solutions meet business requirements.
- Monitoring & Optimization: Track relevant KPIs to measure Now Assist adoption, case resolution improvements, and overall customer service effectiveness.

Must-Have Skills

- Understanding of Agile development methodologies.
- Experience working in enterprise platforms or integration environments.
- Now Assist Proficiency:



Understanding of Generative AI in ServiceNow, prompt engineering basics, and workspace integrations.
- AI & Generative AI: Strong understanding of AI capabilities, Generative AI, and practical use of AI Agents to improve business processes, productivity, and customer service.
- AI-Assisted Product Development: Hands-on experience or working knowledge of leveraging AI tools and AI agents for requirements analysis, process automation, documentation, and product enhancement.
- CSM Implementation: Working knowledge of ServiceNow Customer Service Management, including case management, case routing, escalation, SLAs, entitlements, knowledge management, and customer service workflows.
- Understanding of Customer Service Workspace, customer portals, Virtual Agent, and knowledge management.
- Ability to identify and evaluate opportunities where AI, AI Agents, Now Assist, and CSM capabilities can be applied to improve customer service processes and business outcomes.

Good-to-Have Skills

- Creative, out-of-the-box thinker with solid problem-solving skills.
- Excellent analytical skills, attention to detail, and ability to present recommendations to business teams based on trends, patterns, and best practices.
- Passion for technology and providing exceptional experiences for internal users and external customers.
- Ability to work effectively in ambiguity and take ownership.
- Ability to consistently deliver value on time and proactively seek support when blockers are encountered.

Experience Required:

- Overall Business Analysis experience, with 8+ years specifically within the ServiceNow ecosystem.

New Vision has created a culture of Thinking Minds which fosters creative thinking and problem-solving for our customers. We have expertise in building Custom IT solutions. Our endeavor is to create a positive impact on the bottom line of the clients and help them increase their profitability, thereby building a long-term and win-win business association with all our clients.

📌 ServiceNow-Sr. Business Analyst-NOW Assist (India)
🏢 NewVison
📍 India