ServiceNow CSM/FSM Business Analyst

Alldus International Consulting Ltd; Kentucky; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading ServiceNow partner is seeking a Senior ServiceNow Business Analyst to work remotely. In this contract role, you will leverage your expertise in CSM and FSM to connect business needs with technical solutions, while guiding teams and managing client relationships effectively. Qualifications include a Bachelor's degree and significant experience in ServiceNow, CSM, and FSM specifications.

Qualifications

• 5 years of ServiceNow experience, with 3 years in CSM/FSM.
• ServiceNow Certified System Administrator (CSA) required.
• Experience in consulting or client-facing roles is a bonus.

Responsibilities

• Facilitate discovery workshops to gather business requirements.
• Act as the lead business analyst on multiple client projects.
• Communicate complex technical concepts clearly to stakeholders.

Skills

Leadership

Communication

Analytical

Problem Solving

Negotiation

Organizational

Education

Bachelor’s degree in Computer Science

Business Administration or similar

Tools

ServiceNow

ITIL v3 or v4

Job description

Senior ServiceNow Business Analyst (CSM & FSM)
Location: Remote in United States
Employment Type: Contract

Our client, a leading ServiceNow partner, are hiring a Senior ServiceNow Business Analyst with skills in to join their team remotely on a contract basis. The successful candidate will leverage their expertise in Customer Service Management (CSM) and Field Service Management (FSM) to connect business requirements with technical solutions, driving successful ServiceNow implementations.

Responsibilities

• Facilitate discovery workshops to gather and refine business requirements and user stories aligned with client objectives.

• Translate business needs into detailed functional specifications and user stories for development teams.

• Collaborate closely with technical teams to design scalable and effective ServiceNow solutions.

• Act as the lead business analyst on multiple client projects, ensuring high-quality deliverables.

• Capture requirements from customers and service providers and partner with delivery teams to implement solutions.

• Establish and maintain standards, tools and best practices for the business analysis function.

• Mentor and guide junior 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 in collaboration with QA and training teams.

• Stay current with ServiceNow platform capabilities and industry best practices, particularly in CSM and FSM.

Skillset

• Bachelor’s degree in Computer Science, Information Systems, Business Administration or similar.

• At least 5 years of ServiceNow experience, with around 3 years specializing in CSM and/or FSM modules.

• Proven leadership in business analysis on complex ServiceNow implementation projects.

• Strong interpersonal skills to negotiate priorities and manage stakeholder expectations.

• Excellent organizational skills, able to manage multiple priorities in a fast-paced environment.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist – CSM (CIS-CSM).

• ITIL v3 or v4 Foundation Certification.

• Experience in consulting or client-facing roles is a bonus.

• Strong analytical, problem-solving and communication skills with the ability to translate technical concepts for diverse audiences.

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