Job Summary

This hybrid role seeks an experienced business analyst with deep expertise in ServiceNow CSM and ServiceNow TSM to translate complex business needs into scalable platform solutions. The analyst will collaborate with stakeholders during day shifts to optimize customer workflows drive measurable service improvements and support enterprise wide transformation initiatives without travel requirements.

Responsibilities

Collaborate with enterprise stakeholders to capture detailed business requirements and translate them into structured ServiceNow CSM and ServiceNow TSM user stories that clearly define outcomes and measurable business value.
Analyze current customer service processes and case management workflows to identify gaps and propose ServiceNow configurations that reduce manual effort and improve response times across the organization.
Design and document end to end process flows that align ServiceNow CSM capabilities with business objectives while ensuring compliance with internal policies and regulatory standards.




Partner with ServiceNow architects and developers to review functional designs and validate that proposed solutions are practical maintainable and aligned with platform best practices.
Create comprehensive functional specifications and configuration guides for CSM and TSM modules that enable consistent implementation and easy knowledge transfer among delivery teams.
Conduct detailed impact analysis for recent features and enhancements to anticipate downstream effects on integrations data quality reporting and user experience.
Coordinate and execute system testing activities including test case design functional testing and regression validation to ensure that ServiceNow solutions meet documented acceptance criteria.
Facilitate workshops and walkthroughs with process owners to demonstrate ServiceNow capabilities gather feedback and refine solutions based on operational insights.
Develop clear and user friendly training materials job aids and r

📌 Business Analyst (India)
🏢 Cognizant
📍 India