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

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