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 Virtual Agent:

- Conversation design (intents, utterances, dialog flows)o Integration with backend workflows and knowledge articles

- Automation of repetitive customer queries and requests

- Leverage Now Assist capabilities for:

- AI-powered chat summarization

- Agent assistance and suggested responseso Automated knowledge article generation

- Work closely with developers and architects to configure and deploy chatbot and AI solutions

- Conduct usability testing and optimize chatbot conversations based on analytics and feedback

- Define KPIs and reporting for chatbot performance (containment rate, CSAT, resolution time)

- Support UAT, including test case preparation, execution, and defect tracking

- Maintain documentation such as BRDs, process flows, conversation maps, and user guides

- Ensure governance, compliance, and data privacy in AI-driven interactions

Key Competencies

- Conversational Design & Chatbot Strategy
- Business Analysis & Requirement Elicitation
- AI-Driven Customer Experience Optimization
- Stakeholder Management
- Process Automation & Innovation
- Data-Driven Decision Making

Nice to Have

- Experience with multilingual chatbot implementations
- Exposure to contact center platforms or CRM integrations
- Knowledge of analytics tools for chatbot performance tracking
- Prior consulting or client-facing experience

Pay: Up to ₹180,000.00 per month

Ability to commute/relocate:

- Pune, Maharashtra (Pune, Pune District): Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Current CTC
- Expected CTC

Experience :

- ServiceNow Business Analyst: 7 years (required)

Location :

- Pune, Maharashtra (Pune, Pune District) (required)

Work Location: In person

📌 Servicenow Business Analyst - Csm, Now Assist & Chatbot Implementation (Pune)
🏢 Talent Muscle
📍 Pune