ServiceNow Business Analyst – CSM, Now Assist & Chatbot Implementation
Mandatory Skills: ServiceNow CSM, Virtual Agent/Chatbot implementation, and Now Assist experience
- Experience: 7-8 Years
- Notice Period: Immediate joiners - PLEASE DO NOT APPLY IF YOU CANNOT JOIN WITHIN 10 DAYS.
Please share all these details with the application.
- What is your current CTC? , What is your expected CTC?, What is your notice period?
PLEASE DO NOT APPLY IF YOU HAVE NOT WORKED ON SERVICENOW.
Note: This hiring is for one of our clients. A recruiter named Swathi will be giving a call for initial screening.
Job Summary
We are seeking a seasoned ServiceNow Business Analyst with strong expertise in Customer Service Management (CSM), Now Assist, and chatbot/Virtual Agent implementations. This role focuses on designing and delivering AI-powered conversational experiences that enhance customer engagement, automate support processes, and improve resolution efficiency. The ideal candidate will bridge business needs with intelligent automation solutions within the ServiceNow ecosystem.
Required Skills & Qualifications
- 7+ years of experience as a Business Analyst
- 4+ years of hands-on experience with ServiceNow CSM
- Proven experience in chatbot/Virtual Agent implementation within ServiceNow
- Experience with Now Assist or similar AI/GenAI capabilities
- Strong understanding of conversational design and chatbot best practices
- Experience in requirement gathering, stakeholder management, and Agile/Scrum delivery
- Familiarity with NLP concepts (intents, entities, utterances)
- Strong analytical, problem-solving, and communication skills
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – CSM
- Experience with ServiceNow Virtual Agent Designer and AI Search
- Exposure to integrations (REST/SOAP APIs)
- Experience in customer-centric industries (telecom, BFSI, e-commerce)
- Knowledge of UX principles for conversational interfaces
Key Responsibilities
- Collaborate with business stakeholders to gather and document requirements for CSM and chatbot solutions
- Lead discovery workshops focused on conversational design, customer journeys, and automation opportunities
- Translate business requirements into user stories, conversation flows, and functional specifications
- Drive end-to-end implementation of ServiceNow CSM capabilities, including:
o Case Management Omnichannel engagement (chat, email, portal)
o Knowledge Management
- Design and implement chatbot solutions using ServiceNow Virtual Agent:
o Conversation design (intents, utterances, dialog flows)o Integration with backend workflows and knowledge articles
o Automation of repetitive customer queries and requests
- Leverage Now Assist capabilities for:
o AI-powered chat summarization
o Agent assistance and suggested responseso Automated knowledge article generation
- Work closely with developers and architects to configure and deploy chatbot and AI solutions
- Conduct usability testing and optimize chatbot conversations based on analytics and feedback
- Define KPIs and reporting for chatbot performance (containment rate, CSAT, resolution time)
- Support UAT, including test case preparation, execution, and defect tracking
- Maintain documentation such as BRDs, process flows, conversation maps, and user guides
- Ensure governance, compliance, and data privacy in AI-driven interactions
Key Competencies
- Conversational Design & Chatbot Strategy
- Business Analysis & Requirement Elicitation
- AI-Driven Customer Experience Optimization
- Stakeholder Management
- Process Automation & Innovation
- Data-Driven Decision Making
Nice to Have
- Experience with multilingual chatbot implementations
- Exposure to contact center platforms or CRM integrations
- Knowledge of analytics tools for chatbot performance tracking
- Prior consulting or client-facing experience
Pay: Up to ₹180,000.00 per month
Ability to commute/relocate:
- Pune, Maharashtra (Pune, Pune District): Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Notice Period? Please do not apply if notice period is more than 15 days.
- Current CTC
- Expected CTC
Experience:
- ServiceNow Business Analyst: 7 years (Required)
Location:
- Pune, Maharashtra (Pune, Pune District) (Required)
Work Location: In person
