Role Summary
We are seeking an experienced ServiceNow Business Analyst with expertise in the Customer Service Management (CSM) module to bridge business needs and technical solutions. In this role, you will work closely with business stakeholders, customer service teams, product owners, and technical teams to analyze requirements, optimize customer service processes, and deliver scalable ServiceNow CSM solutions that enhance customer experience and operational efficiency.
Key Responsibilities
- Collaborate with stakeholders to understand customer service objectives, business needs, and process improvement opportunities.
- Analyze and document current-state and future-state customer service processes.
- Gather, validate, and prioritize business requirements for ServiceNow CSM implementations and enhancements.
- Translate business requirements into functional specifications, BRDs, FRDs, user stories, acceptance criteria, and process flows.
- Configure and support ServiceNow CSM processes in collaboration with developers and administrators.
- Facilitate workshops, stakeholder meetings, solution demonstrations, and User Acceptance Testing (UAT).
- Create and maintain business process documentation, user guides, and training materials.
- Identify opportunities to improve customer experience, automation, and operational efficiency.
- Support incident, enhancement, and change management activities related to ServiceNow CSM.
- Analyze reports and metrics to recommend process improvements while ensuring alignment with ServiceNow governance and best practices.
Required Skills & Experience
- 4–7 years of experience as a Business Analyst, preferably on ServiceNow implementation projects.
- Hands-on experience with the ServiceNow Customer Service Management (CSM) module.
- Strong understanding of customer service operations, case management, customer journeys, and workflow optimization.
- Experience creating BRDs, FRDs, user stories, process workflows, and acceptance criteria.
- Experience working in Agile/Scrum environments.
- Strong stakeholder management, communication, and documentation skills.
- Ability to translate complex business requirements into scalable technical solutions.
- Knowledge of ServiceNow platform architecture, Flow Designer, integrations, reporting, and data models.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM).
- Experience with REST/SOAP integrations, CRM platforms (Salesforce, Microsoft Dynamics, SAP CRM), and external customer systems.
- Knowledge of CSM Pro, ServiceNow reporting, dashboards, analytics, and ITIL best practices.
Pay: From $120,000.00 per year
Work Location: Hybrid remote in Sydney NSW
