Business Analyst - ServiceNow CSM Module

Job Summary : We are looking for a skilled and experienced ServiceNow CSM Business Analyst with over 2 years of experience in the Customer Service Management module, overall experience should be 5 plus year as BA. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a proven track record of successfully managing diverse will play a key role in gathering business requirements, coordinating User Acceptance Testing (UAT), conducting training sessions for end users, and supporting organizational change management efforts. Key Responsibilities : - Act as the subject matter expert (SME) for the ServiceNow Customer Service Management (CSM) module. - Gather, analyze, and document business requirements from various stakeholders to design effective ServiceNow CSM solutions. - Translate business requirements into functional specifications and ensure alignment with overall business objectives. - Coordinate and lead User Acceptance Testing (UAT), ensuring the successful delivery of ServiceNow CSM features and functionalities. - Deliver training sessions and workshops to end users to ensure seamless adoption and utilization of the ServiceNow CSM module. - Facilitate and support organizational change management processes related to the implementation of ServiceNow CSM. - Collaborate with cross-functional teams, including IT, customer support, project managers, and external vendors, to ensure smooth project execution. - Identify and implement best practices to optimize the performance and functionality of the ServiceNow CSM module. - Provide ongoing support and troubleshooting assistance for any issues related to ServiceNow CSM. (ref:hirist.tech)

Location: Pune, IN

Posted Date: 10/19/2024