ServiceNow Business Analyst (CSM) - Full Remote

🚀 Hiring: ServiceNow Business Analyst – CSM

📍 Full Remote (India)

📝 Contract – 12 Months (Renewable)

🗓️ Start Date: ASAP

🌍 Language: English – Fluent

We are looking for an experienced ServiceNow Business Analyst (CSM) with strong functional expertise and solid experience in large transformation projects. If you enjoy working in a global, multicultural, distributed team, this role is for you.

🔧 Required Skills & Experience

✔ 7+ years in Business Analyst / Product Manager / Product Owner roles on the ServiceNow platform

✔ Strong expertise in:

• CSM (Case Management, CSM Portal)
• ITSM (Incident, Request)
• Core ServiceNow Platform
• ✔ Knowledge of CSDM (a plus)
• ✔ Good understanding of ITIL
• ✔ Experience working with 3rd-party integrations
• ✔ Knowledge of Agile / Scrum methodology
• ✔ Salesforce knowledge is a strong advantage

Common Skills:

• Experience leading/co-leading workshops, demos, and requirement sessions

• Excellent English communication skills (written & spoken)

• Strong interpersonal skills and collaborative mindset

• Ability to simplify complex concepts and propose clear solutions

• Experience working in distributed multicultural teams

🎓 Education

• Master’s degree (Bac+5) — Engineering / Computer Science / Ergonomics / related field

🧩 Mission Overview

You will act as a key link between internal stakeholders, the Product Manager, and the implementation team. Depending on the project phase, you may operate as a Business Analyst or Product Owner.

Your responsibilities include:

• Gathering, analysing, and reviewing requirements

• Managing and refining the backlog with internal teams and the external vendor

• Ensuring alignment with ServiceNow best practices

• Guiding process evolution and platform optimization

• Staying updated with product evolutions and sharing insights

• Organizing UATs, preparing key test scenarios, and supporting validation

• Driving workshops with end users and ensuring key points are addressed

• Proposing continuous improvements

⭐ Ideal Candidate Profile

• 8–10+ years of overall experience

• Strong functional ownership

• Self-driven, structured, and comfortable working autonomously

• Team player with a positive, problem-solving mindset