Servicenow Architect With Csm And Hrsd Skills
- Zensar
- 8 - 11 years
- Kolkata
- 25 days ago
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Job Description
We are seeking an experienced ServiceNow Business Analyst with expertise in Customer Service Management (CSM) and HR Service Delivery (HRSD) to bridge the gap between business needs and technical solutions. The ideal candidate will have strong analytical skills, ServiceNow platform knowledge, and experience in gathering requirements, designing workflows, and supporting implementations in CSM & HRSD modules .
Key Responsibilities: 1. Business Analysis & Requirements Gathering: - Work closely with stakeholders (HR, IT, Customer Service teams) to understand business processes and pain points.
- Document detailed business requirements, user stories, and process flows for ServiceNow CSM & HRSD implementations.
- Conduct gap analysis between current and future state processes.
- Configure and optimize ServiceNow CSM (Customer Service Management) workflows, including Case Management, Knowledge Base, and Service Portal.
- Implement and enhance HRSD (HR Service Delivery) solutions such as Employee Service Center, HR Case Management, and Employee Journey workflows.
- Collaborate with developers to ensure functional and technical alignment.
- Act as a Certified Scrum Master (CSM) to facilitate Agile ceremonies (sprint planning, stand-ups, retrospectives).
- Manage backlog grooming, prioritize user stories, and ensure timely delivery.
- Work with cross-functional teams to ensure smooth project execution.
- Develop test cases, conduct UAT (User Acceptance Testing), and validate solutions against business needs.
- Support change management, training, and post-deployment enhancements.
- Identify automation opportunities and recommend ServiceNow best practices.
- Stay updated on ServiceNow releases and new features in CSM & HRSD.
- 6+ years of experience as a Business Analyst with ServiceNow platform expertise .
- Strong hands-on experience in ServiceNow CSM (Customer Service Management) and HRSD (HR Service Delivery) modules.
- Certified Scrum Master (CSM) or experience in Agile/Scrum methodologies.
- Proficiency in gathering requirements, process mapping, and creating user stories.
- Experience with ServiceNow configurations (not necessarily development, but understanding of workflows, UI policies, etc.).
- Excellent communication and stakeholder management skills.
- Nice to Have:
- ServiceNow Certified System Administrator (CSA).
- ITIL v3/v4 certification.
- Experience with Integration (REST APIs, MID Server).
We are seeking an experienced ServiceNow Business Analyst with expertise in Customer Service Management (CSM) and HR Service Delivery (HRSD) to bridge the gap between business needs and technical solutions. The ideal candidate will have strong analytical skills, ServiceNow platform knowledge, and experience in gathering requirements, designing workflows, and supporting implementations in CSM & HRSD modules .
Key Responsibilities: 1. Business Analysis & Requirements Gathering: - Work closely with stakeholders (HR, IT, Customer Service teams) to understand business processes and pain points.
- Document detailed business requirements, user stories, and process flows for ServiceNow CSM & HRSD implementations.
- Conduct gap analysis between current and future state processes.
- Configure and optimize ServiceNow CSM (Customer Service Management) workflows, including Case Management, Knowledge Base, and Service Portal.
- Implement and enhance HRSD (HR Service Delivery) solutions such as Employee Service Center, HR Case Management, and Employee Journey workflows.
- Collaborate with developers to ensure functional and technical alignment.
- Act as a Certified Scrum Master (CSM) to facilitate Agile ceremonies (sprint planning, stand-ups, retrospectives).
- Manage backlog grooming, prioritize user stories, and ensure timely delivery.
- Work with cross-functional teams to ensure smooth project execution.
- Develop test cases, conduct UAT (User Acceptance Testing), and validate solutions against business needs.
- Support change management, training, and post-deployment enhancements.
- Identify automation opportunities and recommend ServiceNow best practices.
- Stay updated on ServiceNow releases and new features in CSM & HRSD.
- 6+ years of experience as a Business Analyst with ServiceNow platform expertise .
- Strong hands-on experience in ServiceNow CSM (Customer Service Management) and HRSD (HR Service Delivery) modules.
- Certified Scrum Master (CSM) or experience in Agile/Scrum methodologies.
- Proficiency in gathering requirements, process mapping, and creating user stories.
- Experience with ServiceNow configurations (not necessarily development, but understanding of workflows, UI policies, etc.).
- Excellent communication and stakeholder management skills.
- Nice to Have:
- ServiceNow Certified System Administrator (CSA).
- ITIL v3/v4 certification.
- Experience with Integration (REST APIs, MID Server).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Kolkata+ View Contact
Keyskills: Automation Change management Business analysis agile project management Customer service management Gap analysis Test cases Stakeholder management Continuous improvement User acceptance testing
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