ServiceNow Business Analyst

Title: ServiceNow Business Analyst
Location: Philadelphia, PA - Hybrid
Mode- Contract
Skill- BA (ServiceNow, Program management)

Role Overview

We are seeking a Business Analyst with strong expertise in ServiceNow Customer Experience and Common Service Data Model (CSDM) to analyze business requirements, design solutions, and ensure alignment with ServiceNow best practices. This role focuses on improving customer experience through structured data models and optimized workflows.

Key Responsibilities

• Requirement Gathering & Analysis
• Collaborate with stakeholders to understand customer experience goals and CSDM requirements.
• Document functional requirements, user stories, and acceptance criteria.
• Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards.
• Solution Design Support
• Work with ServiceNow architects and developers to translate business needs into technical specifications.
• Validate CSDM implementation for service mapping and data integrity.
• Customer Experience Optimization
• Define workflows and processes that enhance user experience across ServiceNow modules.
• Ensure seamless integration of customer-facing portals and self-service capabilities.
• Testing & Validation
• Support UAT and validate configurations against business requirements.
• Ensure quality and compliance with organizational standards.
• Stakeholder Communication
• Act as a liaison between business teams and technical teams.
• Provide regular updates on progress, risks, and dependencies.

Required Skills & Experience

• 6 10 years in ITSM/ITIL processes, with 4+ years as a BA on ServiceNow projects.
• Hands-on exposure to Customer Experience workflows and CSDM framework.
• Technical Knowledge:
• Familiarity with ServiceNow ITSM, ITOM, and CSDM data structures.
• Understanding of CMDB and service mapping principles.
• Process Knowledge:
• Strong grasp of ITIL framework and customer experience best practices.

Preferred Qualifications

• ServiceNow certifications:
• CSA (Certified System Administrator) or ITSM fundamentals.
• CSDM Foundation certification preferred.
• ITIL Foundation certification.
• Experience in Agile methodology and tools (JIRA, Azure DevOps).
• Excellent communication, documentation, and stakeholder management skills.