Title: Servicenow Business Analyst(HRSD Experience Mandatory)
Duration: 6+ Months of Contract with Possible extension
Location: Sunnyvale, CA
Roles and Responsibilities:
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Collaborate with stakeholders to understand customer experience goals and CSDM requirements.
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Document functional requirements, user stories, and acceptance criteria.
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Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards.
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Solution Design Support
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Work with ServiceNow architects and developers to translate business needs into technical specifications.
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Validate CSDM implementation for service mapping and data integrity.
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Customer Experience Optimization
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Define workflows and processes that enhance user experience across ServiceNow modules.
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Ensure seamless integration of customer-facing portals and self-service capabilities.
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Testing & Validation
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Support UAT and validate configurations against business requirements.
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Ensure quality and compliance with organizational standards.
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Stakeholder Communication
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Act as a liaison between business teams and technical teams.
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Provide regular updates on progress, risks, and dependencies.
Required Skills & Experience:
Technical Knowledge:
Familiarity with ServiceNow ITSM, ITOM, and CSDM data structures.
Understanding of CMDB and service mapping principles.
Process Knowledge:
Strong grasp of ITIL framework and customer experience best practices.