Servicenow CSM Business Analyst

Qualifications and Skills:

• Bachelors degree in Business Administration, Information Technology or related field.
• 5+ years of experience as a Business Analyst, including 2+ years with ServiceNow and at least 1+ year focused on CSM.
• Solid understanding of ServiceNow CSM features including Case Management, SLAs, AWA (Advanced Work Assignment) and Knowledge Management.
• Experience creating business process documentation, user stories and acceptance criteria.
• Familiarity with Agile/Scrum methodologies.
• Strong communication and interpersonal skills to work effectively with both business and technical stakeholders.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist – CSM (preferred).
• Experience in customer support or customer service operations.
• Exposure to integration projects involving CRM, CTI or portal technologies.