ServiceNow CRM Evaluation Analyst

Jobster Private Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Jobster Private Ltd. is seeking an IT Business Analyst to evaluate ServiceNow as a SaaS CRM platform for case management and customer service operations. The role emphasizes gathering business requirements, mapping end-to-end user journeys, and designing evaluation scenarios to assess platform fit.

Collaborate with CXD, ISTD and business users to validate capabilities and document findings, with focus on test design, UAT and recommendations for MOM's future implementation.

Qualifications

• Gather and document business, functional and operational requirements for CRM.Translate requirements into user stories and acceptance criteria.
• Map end-to-end case processing workflows and escalation scenarios.
• Design business test scenarios, test cases and acceptance criteria for the platform.
• Coordinate UAT, demonstrations and stakeholder feedback collection.
• Record test results and validate proposed solutions with the technical team.

Responsibilities

• Gather business requirements from stakeholders and document functional specs.
• Map user journeys, roles, hand-offs and approvals for case management workflows.
• Develop test scenarios and acceptance criteria to evaluate ServiceNow capabilities.
• Coordinate UAT, demos and stakeholder reviews; capture feedback.
• Produce findings and recommendations to inform the final POC and future implementation.

Skills

Business analysis

Requirements gathering

Process mapping

User journey mapping

Stakeholder engagement

UAT planning

Education

Bachelor's or Diploma in IT/IS

Tools

ServiceNow

Job description

Jobster Private Ltd. is seeking an IT Business Analyst to evaluate ServiceNow as a SaaS CRM platform for case management and customer service operations. The role emphasizes gathering business requirements, mapping end-to-end user journeys, and designing evaluation scenarios to assess platform fit.

Collaborate with CXD, ISTD and business users to validate capabilities and document findings, with focus on test design, UAT and recommendations for MOM's future implementation.