ServiceNow CRM Analyst - Process Mapping & UAT Lead

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

JOBSTER PRIVATE LTD. in Singapore is seeking an IT Business Analyst to evaluate ServiceNow as a SaaS CRM platform for case management and customer service operations. You will gather requirements, map end-to-end user journeys and develop evaluation scenarios.

Collaborating with CXD, ISTD and business users, you will validate functional capabilities, document findings and support the POC through testing, demonstrations, and knowledge transfer.

Qualifications

• Degree or diploma in IT, business or related field.
• Experience in business analysis, requirements gathering and process improvement.
• Experience with CRM, case management or workflow automation platforms.
• Familiarity with ServiceNow or similar enterprise platforms.

Responsibilities

• Gather, analyse and document business, functional and operational requirements for the proposed CRM platform.
• Map end-to-end case processing workflows and identify improvement opportunities.
• Develop business test scenarios, test cases and acceptance criteria.
• Coordinate UAT, stakeholder reviews and feedback collection.
• Document findings and recommendations for MOM's operational needs.
• Prepare business requirements documents and user guides.

Skills

Analytical thinking

Problem solving

Communication skills

Stakeholder engagement

Education

Degree or diploma in Business Information Systems, Information Technology, Computer Science, Business Administration

Tools

ServiceNow

CRM platforms

Job description

JOBSTER PRIVATE LTD. in Singapore is seeking an IT Business Analyst to evaluate ServiceNow as a SaaS CRM platform for case management and customer service operations. You will gather requirements, map end-to-end user journeys and develop evaluation scenarios.

Collaborating with CXD, ISTD and business users, you will validate functional capabilities, document findings and support the POC through testing, demonstrations, and knowledge transfer.