ServiceNow Business Analyst - CSM, Now Assist & Chatbot Implementation

Mandatory Skills:_ServiceNow CSM, Virtual Agent/Chatbot implementation, and Now Assist experience_
- Experience:7-8 Years:
- Notice Period:Immediate joiners - PLEASE DO NOT APPLY IF YOU CANNOT JOIN WITHIN 10 DAYS.
- What is your current CTC?, What is your expected CTC?,What is your notice period?

PLEASE DO NOT APPLY IF YOU HAVE NOT WORKED ON SERVICENOW.

Note: This hiring is for one of our clients. A recruiter named Swathi will be giving a call for initial screening.

Job Summary

Required Skills & Qualifications
- 7+ years of experience as a Business Analyst:
- 4+ years of hands-on experience with ServiceNow CSM:
- Proven experience in chatbot/Virtual Agent implementation within ServiceNow
- Experience with Now Assist or similar AI/GenAI capabilities
- Solid understanding of conversational design and chatbot best practices
- Experience in requirement gathering, stakeholder management, and Agile/Scrum delivery
- Familiarity with NLP concepts (intents, entities, utterances)
- Strong analytical,



problem-solving, and communication skills

Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist - CSM
- Experience with ServiceNow Virtual Agent Designer and AI Search
- Exposure to integrations (REST/SOAP APIs)
- Experience in customer-centric industries (telecom, BFSI, e-commerce)
- Knowledge of UX principles for conversational interfaces

Key Responsibilities
- Collaborate with business stakeholders to gather and document requirements for CSM and chatbot solutions
- Lead discovery workshops focused on conversational design, customer journeys, and automation opportunities
- Translate business requirements into user stories, conversation flows, and functional specifications
- Drive end-to-end implementation of ServiceNow CSM capabilities, including:
- Knowledge Management
- Design and implement chatbot solutions using ServiceNow Virt

📌 Servicenow Business Analyst (Pune)
🏢 Talent Muscle
📍 Pune