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For Companies At a Glance
- Tasks: Lead the design and delivery of customer-centric workflows on the ServiceNow platform.
- Company: Join a global leader in digital transformation and IT services.
- Benefits: Competitive contract rate, flexible working arrangements, and opportunities for professional growth.
- Why this job: Make a real impact by innovating customer service solutions for top brands.
- Qualifications: Experience as a Business Analyst with ServiceNow CSM implementations required.
- Other info: Dynamic role with potential for career advancement in a collaborative environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Position: ServiceNow CSM Business Analyst
Employment Type: Contract
Start: ASAP (January/February 2026)
Duration: 6 Months
Location: Surrey, UK
Language(s): English
Focus on SAP is a specialist SAP and ERP Recruitment organisation offering both permanent and contract staffing solutions on a global scale.
Client – Partnered with a global leader in digital transformation and IT services, working with some of the world’s biggest brands. Their mission is not only to deliver cutting‑edge technology but also to empower organisations to create meaningful impact for the people and communities they serve. For you, this means working on challenging projects that demand innovation, collaboration, and thought leadership.
Role – We are seeking an experienced ServiceNow Business Analyst specialising in Customer Service Management (CSM) to support the design and delivery of customer‑centric workflows on the ServiceNow platform. This is a senior, business‑facing role partnering with both business and technology stakeholders to translate complex operational processes into scalable ServiceNow CSM solutions. You will lead requirements, process design, and functional guidance to enable seamless customer journeys, robust integrations, and measurable operational improvements.
Key Responsibilities
- Lead discovery workshops to capture business requirements, user stories, and acceptance criteria for CSM use cases.
- Analyse and document current-state and target-state processes, ensuring clear traceability.
- Map end‑to‑end customer journeys across channels, sources, and integrations.
- Define measurable outcomes such as reduced handling time, improved resolution rates, and SLA adherence.
- Define functional designs for Cases, Tasks, Assignment Rules, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents.
- Specify data models, tables, relationships, and record lifecycles.
- Support coherent data sharing across customers, accounts, and related records.
- Author integration requirements including API contracts, payloads, error handling, and non-functional considerations.
- Collaborate with technical teams on inbound/outbound integrations, document processing, data platforms, and security components.
- Capture requirements for operational dashboards and reports (case volumes, task load, backlog, ageing, SLA compliance).
- Define rules for skill-based and workload-based assignment to optimise case handling and agent productivity.
- Design Agent Workspace layouts, guided decisions, playbooks, knowledge search, and next‑best‑action experiences.
- Maintain the product backlog, support prioritisation, drive UAT, and ensure quality and governance standards are met.
- Contribute to training materials, release notes, and adoption activities.
Key Skills
- Strong experience as a Business Analyst on ServiceNow CSM implementations.
- Hands‑on knowledge of Case Management, SLAs, Knowledge, Virtual Agent, Playbooks, and Portals.
- Experience with workflow design, data modelling, and record relationships.
- Integration experience using Integration Hub, MID Server, REST/SOAP APIs, events/webhooks.
- Solid BA toolkit: BPMN/UML, user stories, acceptance criteria, backlog management, UAT planning.
- Experience defining KPIs and reporting requirements (e.g. AHT, FCR, CSAT/NPS, backlog, SLA compliance).
- Strong stakeholder management and workshop facilitation skills.
- Confident, client‑facing communicator able to work independently.
If you are interested or would like to know more, please email with your CV and availability to speak. Applicants must be UK‑based and hold a valid right to work status.
ServiceNow CSM Business Analyst in England employer: Focus on SAP
Contact Detail:
Focus on SAP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow CSM Business Analyst in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with ServiceNow or in similar roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to ServiceNow CSM. We recommend role-playing with a friend or using online resources to get comfortable discussing your experience and how it aligns with the job requirements.
✨Tip Number 3
Showcase your skills through a portfolio or case studies. If you've worked on relevant projects, gather examples that highlight your expertise in customer journeys and integrations. This will give you an edge during interviews!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged in their job search.
We think you need these skills to ace ServiceNow CSM Business Analyst in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ServiceNow CSM Business Analyst role. Highlight your relevant experience and skills that match the job description, especially around customer service management and workflow design.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific projects or experiences that demonstrate your ability to lead discovery workshops and design customer journeys.
Showcase Your Skills: Don’t forget to showcase your strong stakeholder management and workshop facilitation skills. We want to see how you’ve successfully communicated with clients and collaborated with technical teams in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Focus on SAP
✨Know Your ServiceNow Stuff
Make sure you brush up on your ServiceNow CSM knowledge before the interview. Be ready to discuss specific implementations you've worked on, especially around case management and SLAs. This will show that you’re not just familiar with the platform but have hands-on experience.
✨Map Out Customer Journeys
Since the role focuses on customer-centric workflows, prepare to talk about how you’ve mapped end-to-end customer journeys in the past. Bring examples of measurable outcomes you’ve defined, like reduced handling times or improved resolution rates, to demonstrate your impact.
✨Show Off Your BA Toolkit
Familiarise yourself with BPMN/UML and be ready to discuss how you’ve used user stories and acceptance criteria in your previous roles. Highlight your experience with backlog management and UAT planning, as these are crucial for the position.
✨Engage Stakeholders Like a Pro
Prepare to showcase your stakeholder management skills. Think of examples where you’ve facilitated workshops or collaborated with both business and technology teams. Being able to communicate effectively with clients is key, so practice articulating your thoughts clearly and confidently.
