Senior ServiceNow Business Analyst- CSM & FSM

We are seeking a Senior ServiceNow Business Analyst to lead the business analysis function for client-facing ServiceNow engagements, with a strong focus on Customer Service Management (CSM) and Field Service Management (FSM). This role is critical in bridging the gap between clients' business needs and technical solutions, ensuring the successful delivery of ServiceNow implementations. The ideal candidate will lead client workshops to elicit, analyze, and document business requirements for CSM and FSM modules. These requirements will be used to design, develop, and document user stories, enabling development teams to enhance visibility, automation, and management of customer service and field service operations. This position requires technical proficiency, strong problem-solving skills, and the ability to collaborate with cross-functional teams to deliver enterprise-grade solutions.

Key Responsibilities

• Conduct discovery workshops to gather and refine user stories, ensuring alignment with business goals.
• Translate business requirements into functional specifications and user stories for configuration and development teams.
• Collaborate with technical teams to design scalable, effective ServiceNow solutions aligned with client objectives.
• Implement and maintain standards, tools, and best practices for the business analysis function.
• Capture customer and service provider requirements, define solution approaches, and work collaboratively with delivery teams to implement solutions.
• Serve as the primary business analysis lead on multiple client engagements, ensuring deliverables meet expectations and business needs.
• Mentor and guide junior business analysts and team members throughout the project lifecycle.
• Communicate complex technical concepts clearly to non-technical stakeholders and client executives.
• Support testing, validation, and user training efforts in coordination with QA and training teams.
• Ensure project documentation and business process models are accurate, complete, and maintained to high quality standards.
• Stay current on ServiceNow platform capabilities and industry best practices, particularly in the CSM and FSM domains.
• Collaborate with business stakeholders, IT operations, and process owners to gather requirements and convert them into actionable technical solutions.
• Identify and drive opportunities for process improvement within customer service and field service workflows.

Qualifications

Education:

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent experience).

Experience:

• 5+ years of experience working with ServiceNow, with 3+ years specializing in CSM and/or FSM modules.
• Proven experience leading business analysis efforts on complex ServiceNow implementations.
• Strong interpersonal skills to negotiate priorities and resolve stakeholder conflicts.
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced, collaborative environment.

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - CSM (CIS-CSM)
• ITIL v3 or v4 Foundation Certification

Preferred Skills

• Experience in a consulting or client-facing role
• Familiarity with Agile/Scrum methodologies
• Experience with data modeling and process mapping tools
• ServiceNow Certified Implementation Specialist - FSM (CIS-FSM)

Soft Skills

• Strong problem-solving and analytical skills to resolve complex issues
• Excellent communication skills, capable of translating technical concepts for non-technical audiences
• Ability to lead projects, mentor teams, and collaborate effectively across functional boundaries

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Flexible remote work options
• Professional development opportunities, including support for ServiceNow certifications

Why Join CRI Advantage?

• Work in a fast-moving, high-impact environment, where you will directly influence organizational success.
• Lead challenging, enterprise-level ServiceNow projects that require strategic thinking, technical expertise, and strong leadership.
• Be part of a rapidly growing ServiceNow practice (2024 & 2025 ServiceNow Partner of the Year), collaborating with top industry experts and a high-performance team.
• Gain career growth opportunities as we expand and develop our ServiceNow division.
• Experience an inclusive, supportive leadership culture, where we prioritize collaboration, innovation, and professional development.
• Enjoy a remote, flexible work environment while driving results in a high-performance culture.