BUSINESS ANALYST

Our client is looking for a Business Analyst with the qualifications listed below:

JOB DESCRIPTION:

The ServiceNow Business Analyst will support the design and delivery of solutions on the ServiceNow platform, with a strong focus on Customer Service Management (CSM). This role is critical in helping EDC transform its customer experience journeys by working closely with stakeholders across onboarding, payments, claims, underwriting, customer management, and other service areas.
The BA will be responsible for eliciting, validating, and documenting business and technical requirements that are clear to both business stakeholders and the ServiceNow implementation team. The ideal candidate will have strong platform knowledge, a collaborative mindset, and the ability to work independently to solve problems and guide stakeholders through change.

Primary Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.
• Collaborate with architecture owners and change management teams to align solutions with enterprise standards

Must Have:

• Minimum of 5 years of applied experience on the ServiceNow platform, with a focus on CSM.
• Appropriate ServiceNow certifications.
• Excellent communication skills in English is a must
• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst in ServiceNow CSM.
• Excellent analytical and problem-solving skills.
• Strong understanding of configuration vs. customization in ServiceNow.
• Experience with Flow Designer, Workflow Data Fabric, and Automation Center.
• Familiarity with Azure DevOps and Agile requirement management.
• Effective communication and interpersonal skills.
• Ability to work independently and manage competing priorities.
• Experience supporting or enabling citizen development initiatives on the ServiceNow platform.

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).
• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.
• Collaborate with architecture owners and change management teams to align solutions with enterprise standard