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Job Description

We are seeking an experienced Senior Business Analyst with a strong focus on ServiceNow Customer Service Management (CSM) and AI capabilities. The ideal candidate will have 8-10 years of experience, a process-oriented mindset, and a background as a process analyst or product owner. The successful candidate will play a crucial role in optimizing our ServiceNow CSM implementation, leveraging AI capabilities to drive customer success, and ensuring that our processes and solutions deliver maximum value to both internal and external stakeholders.

Key Responsibilities

Design and oversee both current and future state processes, product use cases, and roadmaps for ServiceNow CSM and other modules, ensuring seamless alignment with customer success objectives and AI-driven innovations across business units.

Analyze and optimize processes and workflows using ServiceNow solutions. Enhance them with AI-powered features such as Predictive Intelligence, Virtual Agent, and Now Assist.

Collaborate with cross-functional teams to implement ServiceNow driven solutions that streamline operations and improve efficiency.

Create and maintain comprehensive documentation, including user stories, functional specifications, and process flows.

Facilitate workshops and meetings to gather requirements and present ServiceNow product driven solutions to stakeholders.

Analyze customer feedback and success metrics to drive continuous improvement of CSM processes and AI implementations.

Partner with customer success teams to ensure seamless integration of ServiceNow solutions with overall customer experience strategies.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

8-10 years of experience as a Business Analyst in leveraging ServiceNow for Customer Service Management (CSM) and AI solutions.

Strong understanding of the ServiceNow platform, with a particular emphasis on Customer Service Management (CSM) and AI capabilities, including Now Assist, Virtual Agent, and Predictive Intelligence.

Proven experience as a process analyst or product owner in a SaaS environment.

Deep knowledge of ITIL-based service management processes and best practices.

Experience in implementing and optimizing AI-driven customer service solutions.

Excellent analytical, communication and presentation skills, with the ability to explain complex concepts to various stakeholders.

Proficiency in requirements gathering, documentation, and translating business needs into technical solutions.

Familiarity with Agile methodologies and Scrum framework. Certifications in CCBA, PMI-PBA, AAC or equivalent.

Agile Certified Practitioner (PMI-ACP) or equivalent.

ServiceNow certifications (e.g.,Certified System Administrator).

ITIL v4 Foundation Certification or higher.

Experience with CSM, ServiceNow's AI-powered features such as Knowledge Management, Workflow Automation, and Anomaly Detection.

Experience managing large-scale digital transformation initiatives in a complex enterprise environment.

Proven track record of driving customer adoption and value realization.

Experience in change management and training end-users on new AI-driven processes and tools.

Education: Bachelors in Science null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].