ServiceNow Functional BA-CSM-SPM-67245
Philadelphia, PA, US • Posted 5 hours ago • Updated 43 minutes ago
PRIMUS Global Services Inc.
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Job Details
Skills
- Business Analyst
- ServiceNow
- CSM
- SPM
Summary
=== POSTING ==
ServiceNow Functional BA-CSM-SPM Philadelphia, PA Job Description: We are seeking an experienced ServiceNow Functional Consultant / Business Analyst with strong hands-on expertise in non-ITSM modules, specifically Customer Service Management (CSM) and Strategic Portfolio Management (SPM). The consultant will work closely with business stakeholders, developers, and project teams to deliver scalable ServiceNow solutions aligned with business needs. Key Responsibilities:- Lead and facilitate requirements workshops for ServiceNow non-ITSM modules (CSM & SPM).
- Document functional requirements, configurations, and user stories using ServiceNow Agile Development.
- Review customer-provided data templates and guide stakeholders on accurate data collection.
- Collaborate with developers and QA teams to ensure solutions align with the Statement of Work.
- Perform functional testing in non-production environments prior to QA testing.
- Review and validate design documents and Functional Requirement Specifications (FRS).
- Provide training to customer SMEs on ServiceNow modules and features.
- Support Project Manager with status updates, risks, issues, and mitigation plans.
- Participate in UAT, drive test cases, document defects, and coordinate fixes and retesting.
- Ensure scope changes are documented and escalated appropriately.
- Strong hands-on experience with ServiceNow CSM (Case Management, Omnichannel, Self-Service Portals, Virtual Agent, Playbooks).
- Strong experience with ServiceNow SPM (Demand & Innovation Management, PPM, Resource & Timecard Management, Financial Management, Strategic Planning & Workspaces).
- Experience with OOB and custom GenAI use cases for CSM and SPM.
- Ability to independently conduct stakeholder workshops and provide recommendations.
- Excellent communication, documentation, and stakeholder management skills.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- CIS Customer Service Management
- CIS Strategic Portfolio Management
- ITIL Certification (Plus)
For immediate consideration, please contact:
Arun
PRIMUS Global Services
Phone:
Email:
- Dice Id: 10117354
- Position Id: 2026-65939
- Posted 5 hours ago
Company Info
About PRIMUS Global Services Inc.
At PRIMUS we bring together the right people, knowledge, methodology, and technologies you require for the project at hand.
Whether you require staff augmentation, strategy consulting, technology integration (offsite or onsite, time and materials or fixed bid projects) or offshore development solutions -PRIMUS can get the job done.
We provide the right solution for your company, be it recruiting the exact person or team to work directly for you, or outsourcing the entire project to PRIMUS. We develop customized solutions that exceed our client s expectations and we do it on time and on budget.
PRIMUS provides cost-effective solutions. Because we have consultants in almost every industry - telecommunications, financial, healthcare, security, transportation, consulting, logistics, high-tech, oil and gas, government and hospitality - we can assure you that we will assign a team to your project that understands your industry and your needs and can help you stay competitive in the digital economy.
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