ServiceNow CSM Business Analyst | Driving Customer Solutions

Sii Poland

Lublin

On-site

PLN 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Great Place to Work

Solid financial situation

Contracts with the biggest brands

Centre of internal trainings

Many experts you can learn from

Open and accessible management team

Profit sharing

Passion Sponsorship program

Regular integration events and trips

Comfortable and well-equipped offices

MySii app

Medical care

Job summary

Sii is seeking an experienced Business Analyst specializing in ServiceNow CSM to support a Customer Service Management project for an international healthcare client. You will gather, analyze, and document requirements, translate them into user stories, and collaborate with Product Owners, Solution Architects, and Developers.

The role requires 4+ years of BA experience, strong knowledge of ServiceNow CSM, and excellent English.

Qualifications

Minimum 4 years of experience as a Business Analyst or in a similar role.
Strong knowledge of ServiceNow, particularly Customer Service Management.
Solid understanding of Agile delivery methodologies.
Strong requirements gathering and analysis skills.
Ability to create user stories and manage product backlogs.
Knowledge of business process modelling and functional design.
Experience facilitating stakeholder workshops and requirement sessions.
Excellent communication skills and the ability to manage stakeholder relations.
Ability to collaborate effectively with both business and technical teams.
Professional proficiency in English and the ability to work in an international environment.

Responsibilities

Gather, analyze, and document business requirements for ServiceNow CSM initiatives.
Translate business needs into clear user stories and functional specifications.
Support backlog refinement, prioritization, and requirements management activities.
Facilitate workshops and discussions with business and technical stakeholders.
Collaborate closely with Product Owners, Solution Architects, and Developers throughout the delivery lifecycle.
Analyze and model business processes to support solution design.
Prepare and maintain functional documentation.
Support testing, deployment, and user adoption activities.