Jeevan Technologies (a Nobl Q company)

Lead BA, ServiceNow CSM

Jeevan Technologies (a Nobl Q company)

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

ServiceNow

About the role

  • Work closely with stakeholders to understand and document business requirements for ServiceNow CSM.
  • Analyze current customer service processes and identify areas for improvement.
  • Translate business needs into functional specifications and user stories.
  • Collaborate with developers and technical teams to ensure accurate implementation.
  • Configure and support ServiceNow CSM modules, including case management, knowledge management, and self-service portals.
  • Facilitate workshops, meetings, and UAT (User Acceptance Testing) sessions.
  • Ensure solutions align with business goals and ServiceNow best practices.
  • Provide ongoing support, enhancements, and documentation.

Requirements

  • 4–8 years of experience as a Business Analyst, with hands-on exposure to ServiceNow CSM.
  • Strong understanding of ServiceNow platform capabilities and CSM module.
  • Experience in requirement gathering, documentation, and stakeholder management.
  • Familiarity with Agile/Scrum methodologies.
  • Good analytical, problem-solving, and communication skills.
  • Experience in tools like Jira, Confluence, or similar.
  • ServiceNow certification (CSM or CSA) is a plus.
Benefits
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNow CSMrequirement gatheringdocumentationstakeholder managementAgile methodologiesScrum methodologiesbusiness analysisfunctional specificationsuser storiescase management
Soft Skills
analytical skillsproblem-solving skillscommunication skills
Certifications
ServiceNow CSM certificationServiceNow CSA certification