ServiceNow CSM Business Analyst
Temporary
Trident Staff
This is a remote position.
ServiceNow CSM Business Analyst
1 Year Contract
Security Clearance Required: Reliability Status
Description:
The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). This role involves working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.
Must Have Skills Required:
• Minimum 5 years of applied experience on the ServiceNow platform, with a focus on CSM
• Must possess a ServiceNow certification — either CSA/CAD or CIS-CSM
- CSA: Certified System Administrator
- CAD: Certified Application Developer
- CIS-CSM: Certified Implementation Specialist – Customer Service Management
- Excellent communication skills in English are required
Responsibilities:
• Gather and analyze business requirements across customer experience journeys
• Lead workshops to define service desk and ticket management processes
• Translate business needs into user stories, functional specifications, and workflow designs
• Design and document catalog items, approvals, permissions, and process flows
• Configure and support ServiceNow CSM modules using Flow Designer, Workflow Data Fabric, and Automation Center
• Conduct UAT and support deployment activities
• Provide training and post-deployment support to end-users
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards
Other Skills:
• Proven experience as a Business Analyst in ServiceNow CSM
• Strong understanding of configuration vs. customization in ServiceNow
• Familiarity with Azure DevOps and Agile requirement management
• Ability to work independently and manage competing priorities
Assets:
• Experience delivering CSM in a complex enterprise environment
• Experience with integrations, REST/SOAP, IntegrationHub, APIs, and data mapping
• Familiarity with ServiceNow Now Create and best-practice process design
Please share your resume, certifications, and relevant ServiceNow CSM project experience.
Please share your resume, ServiceNow certifications, security clearance status, and relevant project experience.
Requirements
Required Skills & Experience
- Minimum 8+ years demonstrated experience developing full stack applications within complex enterprise environments, preferably within government, public sector, or large-scale organizations
- Strong experience with .NET, React, and TypeScript development
- Experience with Microsoft Azure services including Azure Functions, Azure SQL, Cosmos DB, and Azure Storage
- Experience designing APIs and integrating enterprise platforms such as Microsoft Dynamics 365
- Knowledge of CI/CD pipelines, GitHub Actions/Azure DevOps, and Git
- Experience supporting production applications and implementing secure development practices
- Strong collaboration and problem-solving skills within cross-functional Agile teams
Vacancy posted 1 day ago
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