Role Overview

The ServiceNow Business Process Consultant / Business Analyst - Customer Service Management (CSM) is a pivotal consulting role responsible for analysing, designing, and optimising customer service business processes on the ServiceNow platform. You will bridge the gap between customer service business stakeholders and technical delivery teams - developing business transformation strategies, driving requirements, and translating client needs into fit-for-purpose ServiceNow CSM solutions.

You will serve as the subject matter expert in customer service processes, lead workshops, produce comprehensive functional artefacts, and ensure solutions drive measurable improvements in customer experience, agent productivity, and service resolution quality. You will also support AI-readiness for virtual agent and NowAssist integration, and drive change management readiness across go-live and hypercare phases.

Key Responsibilities

Requirements Gathering & Process Analysis

• Lead and facilitate requirements workshops and design discussions with customer service business stakeholders, contact centre managers, operations teams, and IT - producing clear documentation of outcomes.
• Document as-is customer service processes, identify gaps and pain points, and map to to-be ServiceNow CSM workflows covering case management, omnichannel routing, entitlements, SLA tiers, and escalation paths.
• Translate business requirements into ServiceNow CSM configuration specifications, process maps, functional design documents, and user stories with acceptance criteria.
• Maintain a live requirements traceability matrix (RTM) to ensure all requirements are tracked through to configuration, testing, and stakeholder sign-off.
• Apply architecture principles to business solutions, advising on how ServiceNow CSM capabilities can be best configured to address specific customer service challenges.

Solution Design & Platform Advisory

• Translate business requirements into ServiceNow CSM solution designs covering Case Management, Customer Self-Service Portal, Agent Workspace, Entitlements and Service Contracts, Communities, Proactive Customer Service Operations, and omnichannel routing.
• Advise client and internal teams on industry standards and ServiceNow CSM best practices - clearly communicating capabilities, platform boundaries, and configuration-versus-customisation trade-offs.
• Collaborate with the ServiceNow Solution Architect and development teams on configuration decisions, integration requirements, and data model considerations - including CSDM alignment.
• Support NowAssist and Generative AI readiness within CSM engagements - advising on virtual agent intent design, knowledge article quality for AI auto-resolution, and AI-assisted case routing.
• Work with integration teams to define interface requirements between ServiceNow CSM and CRM systems (e.g. Salesforce, SAP Dynamics, MS Dynamics), telephony platforms, and enterprise data sources.
• Define KPI and reporting requirements, and support the design of dashboards for case volume, SLA performance, agent productivity, and customer satisfaction metrics.

Knowledge & Content Management

• Collaborate with customer service knowledge owners to design, structure, and quality-review knowledge base (KB) articles for customer-facing and agent-facing portals.
• Ensure knowledge articles are appropriately tagged by service category, customer segment, and product line to support self-service deflection and NowAssist AI auto-resolution.
• Apply knowledge management lifecycle principles (Draft → Review → Approved → Published → Retired) to maintain knowledge quality and currency.
• Advise on knowledge taxonomy design and search optimisation to improve customer self-service containment rates.

Testing, UAT & Quality Assurance

• Prepare, execute, and manage User Acceptance Testing (UAT) test scripts covering CSM service categories, omnichannel routing, entitlement validation, SLA enforcement, and portal user journeys.
• Log, triage, and track defects in ServiceNow, coordinating resolution with offshore delivery and configuration teams throughout test cycles.
• Obtain formal sign-off from business stakeholders at each testing cycle gate, maintaining clear test evidence and requirements traceability.
• Support SIT and end-to-end scenario testing in collaboration with technical and integration teams.

Change Management & Stakeholder Engagement

• Develop business transformation strategies and drive customer success across CSM engagements - serving as a trusted advisor to client stakeholders throughout the implementation lifecycle.
• Drive change management readiness: stakeholder communications, training approach and materials, adoption metrics, and hypercare support plans.
• Conduct product demonstrations and facilitate collaborative client workshops - clearly defining what Organisational Change Management is and why it is a key component of a successful CSM programme.
• Capture agent, supervisor, and customer feedback post go-live, and translate into knowledge base updates, workflow refinements, and adoption improvement actions.
• Coordinate with the ServiceNow Solution Architect and offshore teams to resolve configuration and integration issues, escalating risks and issues to the Engagement Manager in a structured manner.

Delivery Governance & Project Administration

• Participate in daily standups, sprint ceremonies, backlog grooming, and governance checkpoints as the business analysis lead on CSM workstreams.
• Maintain action logs, decision registers, RAID logs, and weekly status summaries for the engagement.
• Assist in the scoping of new opportunities and preparation of client approach documents, proposals, and Statements of Work (SOWs) under the direction of Engagement Leadership.
• Ensure solutions adhere to ServiceNow best practices, client security and compliance requirements, and maintainability standards.

Skills, Qualifications & Experience

Domain & Functional Knowledge

• Proven experience as a Business Analyst, Business Process Consultant, or Functional Consultant on ServiceNow CSM implementations - or strong experience in customer service / contact centre operations with demonstrable ServiceNow exposure.
• Good understanding of ServiceNow CSM module components: Case Management, Customer Portal, Agent Workspace, Entitlements and Service Contracts, Proactive Customer Service Operations, Communities, and omnichannel routing.
• Understanding of customer service management processes - omnichannel case handling, SLA/entitlement management, customer self-service, knowledge management, escalation management, and proactive service operations.
• Exposure to Field Service Management (FSM) processes and their integration with CSM is advantageous.
• Familiarity with CRM platforms such as Salesforce, SAP Dynamics, or Microsoft Dynamics and their integration with ServiceNow.
• Awareness of NowAssist, virtual agent configuration, and AI-assisted CSM capabilities is an advantage.

Business Analysis & Process Skills

• Strong experience eliciting requirements, leading workshops, and producing functional specifications, user stories, process maps, and test scenarios across complex customer service programmes.
• Demonstrated ability to document as-is/to-be customer service processes, identify improvement opportunities, and translate business needs into structured ServiceNow configuration specifications.
• Experience maintaining requirements traceability matrices, action logs, decision registers, and formal test evidence packs.
• Solid grasp of the testing lifecycle - test script authoring, SIT/UAT coordination, defect triage, and go-live readiness.
• Familiarity with Agile and Scrum methodologies including sprint planning, backlog grooming, retrospectives, and daily standups; experience in hybrid project governance is advantageous.

Interpersonal & Professional Skills

• Excellent facilitation and communication skills - able to lead requirements workshops, present findings persuasively, and manage diverse stakeholder groups including C-Suite and front-line operations teams.
• Strong written communication and documentation discipline - able to produce clear, structured, and audit-ready business analysis artefacts.
• Strong analytical and problem-solving skills; able to simplify complex customer service processes into implementable ServiceNow CSM solution components.
• Outcome-focused, with strong attention to detail, quality, and maintainability of solutions.
• Collaborative mindset; effective working with customer service stakeholders, architects, developers, and offshore delivery teams.
• 5-7 years of related experience in management consulting, software implementation, or business operations in a customer service or IT function is preferred.

Certifications

• ServiceNow Certified System Administrator (CSA) - Preferred
• ServiceNow CIS - CSM - Preferred
• ServiceNow CIS - ITSM - Advantageous
• ITIL Foundation v3 / v4 - Preferred
• Agile / Scrum Practitioner Certification - Advantageous
• BA / Business Analysis Certification (e.g. CBAP, CCBA) - Advantageous
• PMP / PRINCE2 - Advantageous

Education

A degree or equivalent professional qualification in Information Systems, Business Administration, Computer Science, Engineering, or a related discipline is preferred. Equivalent practical experience as a Business Analyst or Process Consultant on ServiceNow implementations will be given equal consideration, consistent with merit-based hiring principles.