Business Analyst ServiceNow CSM

Source One is a consulting services company and we’re currently looking for the following individual to work as a consultant with our direct client, a global pharmaceutical consumer goods manufacturing client in Summit, NJ.

No Third-Party, No Corp to Corp, No Sponsorship

Title: ServiceNow (CSM) Business Analyst

Location: Summit, NJ

Remote (Mon-Fri, 40 hours) must be able to work in LATAM, ANZ, APAC time zones

Contract Duration: 12 months, with likely extension

Pay Rate: $42.00 per hour (w2)

• Must Have Exceptional English Speaking Communication Skills
• Must Be Able to work in various times zones supporting LATAM, ANZ and APAC.
• Must Have Service Now CSM experience only!

ServiceNow Business Analyst

We are seeking a ServiceNow Business Analyst for a multi-million-dollar initiative to implement ServiceNow’s Customer Service Management (CSM) solution for our Call Center operations in LATAM, specifically Colombia. This role will involve collaboration with teams globally, including regions such as India, LATAM, ANZ, APAC, and potentially EMEA.

Key Responsibilities:

• Act as the primary Business Analyst for the implementation of ServiceNow’s Customer Service Management (CSM) module.

• Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution.

• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items.

• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence).

• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT).

• Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow.

• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs.

• Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders.

• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions.

• Document weekly status reports and communications using Microsoft PowerPoint and Excel.

• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives.

Qualifications:

• 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM.

• Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module.

• Experience with ServiceNow is mandatory; familiarity with ServiceNow Contact Center solutions is a plus.

• Experience working on complex IT-led projects across multiple workstreams.

• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations.

• English is a must

• Flexibility to work across various time zones to align with global project teams.

• Proven experience leading architectural reviews and engaging with relevant review boards.

Additional Information:

• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives.