Business Analyst (ServiceNow)

The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). Title: ServiceNow CSM Business Analyst Duration: 1 year contract Location: Remote 5 plus years of experience on the ServiceNow platform, with a focus on CSM. Proven experience as a Business Analyst in ServiceNow CSM. Experience with Flow Designer, Workflow Data Fabric, and Automation Center. Familiarity with Azure DevOps and Agile requirement management. Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management). Lead and facilitate workshops to define service desk and ticket management processes. Translate business needs into user stories, functional specifications, and workflow designs. Design and document catalog items, approvals, permissions, and process flows.

Experience supporting or enabling citizen development initiatives on the ServiceNow platform. Bachelor’s degree in Business Administration, Information Technology, or a related field.