Role description
Job Description: ServiceNow CSM Business Analyst
ServiceNow CSM Business Analyst with QA and Technical Writing Responsibilities
5 to 7 years of overall experience, with relevant experience in business analysis for ServiceNow or enterprise workflow platforms.
We are looking for a ServiceNow CSM Business Analyst to support the continued improvement of the existing Customer Service Management platform. The role will involve analysing defects and enhancement requests, gathering and documenting requirements, refining the product backlog, supporting solution design, and helping the team deliver new CSM capabilities.
The position is designed as a hybrid role. Approximately 60 to 70% of the capacity will be focused on business analysis activities. The remaining capacity will support functional QA, user acceptance testing, and technical or user documentation.
The candidate should therefore have strong business analysis capabilities along with practical experience in functional testing and producing clear, structured documentation.
Engage with business stakeholders, product owners, operational teams, developers, and architects to understand business needs.
Facilitate discovery sessions, requirement workshops, process walkthroughs, and solution discussions.
Support backlog refinement, prioritisation, sprint planning, demonstrations, and retrospectives.
The existing CSM delivery material includes stakeholder meetings, requirement validation, assessment of the current CSM environment, definition of process or conversation flows, solution design, testing, UAT, training, deployment, and transition to support.
Validate case workflows, routing rules, notifications, SLAs, portals, forms, reports, and integrations.
Technical and User Documentation
Ensure documentation is accurate, consistent, version-controlled, and understandable to both business and technical audiences.
Experience with ServiceNow CSM Case Management, Customer Service Workspace, Service Portal, SLAs, notifications, and routing.
Bachelor’s degree in Business Administration, Information Technology, Computer Science, Engineering, or a related discipline.
Complete, accurate, and reusable business, test, technical, and user documentation.
Recommended Resource Profile
For this hybrid position, preference should be given to candidates who demonstrate strength across the following areas:
ServiceNow, Scrum, Functional Testing, Business Analysis
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
