Servicenow CSM Business Analyst
INNOVA SOLUTIONS
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Job Description
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.
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