Servicenow Business Analyst

Service Now Business Analyst - 4 Profiles - FTE
Exp: 4+ years
Location: Only Chennai
Company Standards

Job Description: ServiceNow Business Analyst (CSM & Logistics)
Overview:
Seeking a skilled and detail-oriented ServiceNow Business Analyst with a strong specialization in the Customer Service Management (CSM) module to join our enterprise applications team. In this role, you will act as the vital bridge between our global logistics operations and our technical ServiceNow development team.

Primary focus will be optimizing and scaling Case Management capabilities.

Key Responsibilities

1. Requirement Gathering & Process Mapping

• Collaborate with logistics stakeholders (Customer Success, Freight Forwarding, Warehouse Operations, and Account Managers) to understand their operational pain points.
  
• Deconstruct complex, manual logistics processes and map them into streamlined ServiceNow CSM workflows.
  
• Define and document clear, actionable User Stories, Functional Requirement Documents (FRD), and Acceptance Criteria using Agile methodologies.
  

2. ServiceNow CSM & Case Management Optimization

• Design and optimize Case Management architectures, including Case Types, Assignment Rules, Escalation Paths, and SLA/OLA configurations tailored to time-sensitive logistics metrics.
  
• Configure and maximize the utilization of CSM features such as Major Issue Management, Omni-channel routing (Email, Chat, Portal), and advanced Knowledge Management for customer self-service.
  
• Collaborate with architects to integrate ServiceNow CSM with core logistics systems (e.g., Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and global tracking APIs).
  

3. Testing, Training, & Deployment

• Lead User Acceptance Testing (UAT) cycles, including creating test scripts, coordinating with business testers, and managing defect triaging.
  
• Develop comprehensive training materials, user guides, and documentation for logistics agents and external customers utilizing the ServiceNow Service Portal.
  
• Support change management efforts to ensure smooth adoption of new platform features and releases (e.g., Xanadu/Washington DC).
  

Qualifications & Skills

Educational & Professional Experience

• Experience: 4+ years of experience as a Business Analyst, with at least 2+ years dedicated exclusively to the ServiceNow CSM module.
  
• Industry Knowledge: Proven experience working within the Logistics, Supply Chain, Maritime, or Freight Forwarding industries is highly preferred.
  
• Methodology: Strong proficiency in Agile/Scrum frameworks and tools like Jira or ServiceNow Agile 2.0.
  

Technical & Functional Skills
Crucial Competencies:

• Deep understanding of the ServiceNow CSM data model (Accounts, Contacts, Consumers, Install Base, and Assets).
  
• Hands-on experience designing specialized Case Management workflows (e.g., claims processing, delivery failures, billing disputes).
  
• Familiarity with ServiceNow Performance Analytics and Reporting to track operational KPIs (e.g., First Contact Resolution, Mean Time to Resolve).
  

Soft Skills

• Excellent communication and stakeholder management skillsability to translate "logistics speak" into technical requirements and vice versa.
  
• Strong analytical and problem-solving mindset with an eye for UI/UX best practices in portal design.
  

Preferred Certifications

Ideal candidate will possess one or more of the following credentials:

• Certified ServiceNow System Administrator (CSA)
  
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
  
• Certified Business Analysis Professional (CBAP) or PMI-PBA