ServiceNow CSM Business Analyst

Service. Now CSM Business Analyst 1 Year Contract Security Clearance Required: Reliability Status Description: The Service. Now Business Analyst will support the design and delivery of solutions on the Service. Now platform, with a strong focus on Customer Service Management (CSM). This role involves working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.

Must Have Skills Required:

• Minimum 5 years of applied experience on the Service. Now platform, with a focus on CSM
• Must possess a Service. Now certification — either CSA/CAD or CIS-CSM CSA: Certified System Administrator CAD: Certified Application Developer CIS-CSM: Certified Implementation Specialist – Customer Service Management Excellent communication skills in English are required Responsibilities:
• Gather and analyze business requirements across customer experience journeys
• Lead 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
• Configure and support Service. Now CSM modules using Flow Designer, Workflow Data Fabric, and Automation Center
• Conduct UAT and support deployment activities
• Provide training and post-deployment support to end-users
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards Other Skills:
• Proven experience as a Business Analyst in Service. Now CSM
• Strong understanding of configuration vs. customization in Service. Now
• Familiarity with Azure DevOps and Agile requirement management
• Ability to work independently and manage competing priorities Assets:
• Experience delivering CSM in a complex enterprise environment
• Experience with integrations, REST/SOAP, Integration. Hub, APIs, and data mapping
• Familiarity with Service. Now Now Create and best-practice process design Please share your resume, certifications, and relevant Service. Now CSM project experience. Please share your resume, Service. Now certifications, security clearance status, and relevant project experience.

Requirements

Required Skills & Experience Minimum 8+ years demonstrated experience developing full stack applications within complex enterprise environments, preferably within government, public sector, or large-scale organizations Strong experience with .NET, React, and TypeScript development Experience with Microsoft Azure services including Azure Functions, Azure SQL, Cosmos DB, and Azure Storage Experience designing APIs and integrating enterprise platforms such as Microsoft Dynamics 365 Knowledge of CI/CD pipelines, GitHub Actions/Azure DevOps, and Git Experience supporting production applications and implementing secure development practices Strong collaboration and problem-solving skills within cross-functional Agile teams