Job Summary : We are looking for a skilled and experienced Service Now CSM Business Analyst with over 2 years of experience in the Customer Service Management module, overall experience should be 5 plus year as BA.

The ideal candidate will possess strong analytical skills, excellent communication abilities, and a proven track record of successfully managing diverse will play a key role in gathering business requirements, coordinating User Acceptance Testing (UAT), conducting training sessions for end users, and supporting organizational change management efforts.

Key Responsibilities : - Act as the subject matter expert (SME) for the Service Now Customer Service Management (CSM) module.

- Gather, analyze, and document business requirements from various stakeholders to design effective Service Now CSM solutions.

- Translate business requirements into functional specifications and ensure alignment with overall business objectives.

- Coordinate and lead User Acceptance Testing (UAT), ensuring the successful delivery of Service Now CSM features and functionalities.

- Deliver training sessions and workshops to end users to ensure seamless adoption and utilization of the Service Now CSM module.

- Facilitate and support organizational change management processes related to the implementation of Service Now CSM.

- Collaborate with cross-functional teams, including IT, customer support, project managers, and external vendors, to ensure smooth project execution.

- Identify and implement best practices to optimize the performance and functionality of the Service Now CSM module.

- Provide ongoing support and troubleshooting assistance for any issues related to Service Now CSM.

(ref:hirist.tech)