The Senior Business System Analyst ServiceNow (CSM) is responsible for leading the analysis, design, and optimization of Customer Service Management (CSM) solutions on the ServiceNow platform. This role acts as a key liaison between business stakeholders, customer support teams, and technical delivery teams to ensure enterprise-scale customer service workflows are effectively implemented and continuously improved.

The role requires deep functional expertise in ServiceNow CSM, strong understanding of customer service processes, and the ability to translate complex business requirements into scalable ServiceNow solutions. The analyst will work in a global delivery model, supporting multiple stakeholders while ensuring high-quality documentation, smooth UAT, and successful production releases.

Requirements :

- Degree in Computer Science, Information Systems, or equivalent experience.

- 5+ years of experience working with ServiceNow CSM (Advance/Expert)

- Strong understanding of customer service workflows and ServiceNow capabilities.

- Proven ability to manage multiple tasks and stakeholders in a fast-paced environment.

- Excellent interpersonal, communication, and documentation skills.

- Strong team player with experience working in global delivery models.

- Proven experience working with enterprise-scale applications.

- ServiceNow Certified Implementation Specialist CSM.

- ITIL Foundation certification

- Experience with Agile methodologies (Scrum, Kanban).

- ITSM

- Awareness of ServiceNow ITOM and its integration points

- Experience with Jira to ServiceNow integrations.