One of my direct clients, a Telecommunication equipment manufacturer in the US, is looking for a ServiceNow Business Analyst.
4 days onsite a week - Houston, TX (or) Pittsburgh, PA
Mandatory Skills - Hands-on FSM/CSM Implementations or Enhancements, BRD, Business Analysis
Duration - 6+ months, Contract-to-hire mandatory
Rate - DOE
Client details will be shared post technical call
Job Title: ServiceNow Business Analyst (FSM / CSM)
Key Responsibilities:
Gather, analyze, and document business requirements for ServiceNow FSM and CSM modules
Translate business needs into functional specifications, user stories, and process flows
Work closely with stakeholders to define case management, work order lifecycle, and service workflows
Conduct gap analysis, workshops, and stakeholder interviews to identify improvement areas
Support configuration/design discussions with developers and architects
Ensure alignment with ServiceNow best practices, data models, and CMDB structure
Collaborate across teams for integrations, APIs, and system enhancements
Assist in UAT, validation, and documentation
Provide support for Agile ceremonies (sprint planning, backlog grooming, reviews)
Required Skills:
10+ years as Business Analyst with ServiceNow platform experience
Strong hands-on experience with CSM (Customer Service Management)
Good exposure to FSM (Field Service Management) concepts (work orders, dispatch, scheduling)
Experience in requirement gathering, BRD/FRD, user stories
Understanding of ServiceNow workflows, case lifecycle, SLA management
Familiarity with integrations (REST APIs, third-party systems)
Experience working in Agile/Scrum environment
Strong communication and stakeholder management skills
Nice to Have:
ServiceNow certifications (CSA / CSM / FSM)
Experience with CMDB, ITSM, or ITOM modules
Candidate Profile (Ideal Fit):
Strong functional BA (not developer-heavy)
Hands-on with CSM + FSM implementations / enhancements