Senior Business Analyst - ServiceNow CSM
Core
Assess and anticipate user and business needs within the ServiceNow ecosystem for Customer Service Management (CSM) and Source-to-Pay Operations (S2P) modules, transforming requirements into documentation and actionable recommendations.
Role type
Senior Business Analyst (ServiceNow CSM & S2P)
Builds
ServiceNow CSM and S2P module configurations and process improvements
Domain
IT Service Management / Finance Operations
Required skills
ServiceNow CSM, ServiceNow S2P, Requirements Elicitation, Financial Modeling, Agile Methodologies, Stakeholder Management, Process Improvement, Data Analysis, Change Management, User Story Creation
Preferred skills
Industry Awareness, Agile Engineering Practices, Training Delivery
Technologies
ServiceNow, Agile, Waterfall, Hybrid SDLC
Responsibilities
Assess and anticipate user and business needs within the ServiceNow ecosystem for CSM and S2P modules; Transform Requirements from stakeholder feedback into clear, comprehensive, and concise documentation throughout the SDLC; Calculate Change Estimates and produce financial models for cost, savings, and revenue impacts; Facilitate Workshops and meetings to gather insights, feedback, and user stories from stakeholders and end-users; Provide training and support to CSM & S2P users to ensure they can effectively use the modules.
Seniority
Senior, hands-on IC