Senior ServiceNow CSM BA | Customer Journeys & Integrations

Focus Cloud; Greater London; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading recruitment organization is looking for an experienced ServiceNow CSM Business Analyst to support customer-centric solutions. This senior role involves leading workshops, defining functional designs, and facilitating integrations on the ServiceNow platform. Ideal candidates will have strong experience in Business Analysis and ServiceNow implementations, with exceptional stakeholder management skills. The role is based in Surrey, UK, and requires applicants to be UK-based with valid work status.

Qualifications

• Strong experience as a Business Analyst on ServiceNow CSM implementations.
• Hands-on knowledge of Case Management, SLAs, Knowledge, Virtual Agent, Playbooks, and Portals.
• Integration experience using Integration Hub, REST/SOAP APIs.

Responsibilities

• Lead discovery workshops to capture business requirements.
• Map end-to-end customer journeys across channels.
• Define functional designs for Cases, Tasks, Assignment Rules.
• Capture requirements for operational dashboards and reports.
• Maintain the product backlog and support prioritization.

Skills

Business Analyst experience

ServiceNow CSM implementations

Case Management

SLA management

Data modelling

Integration Hub experience

Stakeholder management

Job description

A leading recruitment organization is looking for an experienced ServiceNow CSM Business Analyst to support customer-centric solutions. This senior role involves leading workshops, defining functional designs, and facilitating integrations on the ServiceNow platform. Ideal candidates will have strong experience in Business Analysis and ServiceNow implementations, with exceptional stakeholder management skills. The role is based in Surrey, UK, and requires applicants to be UK-based with valid work status.