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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 enhancing customer service experiences with innovative technology.
- Qualifications: Experience as a Business Analyst in ServiceNow CSM implementations is essential.
- Other info: Dynamic role with opportunities to work on challenging projects and collaborate with top brands.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are seeking an experienced ServiceNow Business Analyst specialising in Customer Service Management (CSM) to support the design and delivery of customerâcentric workflows on the ServiceNow platform. This is a senior, businessâfacing 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 endâtoâend 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.
- 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 nextâbestâaction 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.
- Handsâon 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, clientâfacing communicator able to work independently.
If you are interested or would like to know more, please email jonathan.la@focusonsap.org with your CV and availability to speak. Applicants must be UKâbased and hold a valid right to work status.
ServiceNow CSM Business Analyst in London employer: Focus on SAP
Contact Detail:
Focus on SAP Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land ServiceNow CSM Business Analyst in London
â¨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.
â¨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 relates to the job.
â¨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 service management and process design. This will make you stand out!
â¨Tip Number 4
Don't forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, we often have exclusive listings that you wonât find anywhere else.
We think you need these skills to ace ServiceNow CSM Business Analyst in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the ServiceNow CSM Business Analyst role. Highlight your relevant experience, especially in customer service management and any specific projects you've worked on that align with the job description.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Use it to showcase your understanding of the ServiceNow platform and how your skills can help drive customer-centric workflows.
Showcase Your Skills: Donât forget to highlight your strong stakeholder management and workshop facilitation skills. We want to see how you can lead discovery workshops and translate complex processes into actionable solutions.
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 donât miss out on any important updates!
How to prepare for a job interview at Focus on SAP
â¨Know Your ServiceNow Inside Out
Make sure you brush up on your ServiceNow CSM knowledge before the interview. Familiarise yourself with the latest features, functionalities, and best practices. Being able to discuss specific use cases or recent projects you've worked on will show that you're not just knowledgeable but also passionate about the platform.
â¨Master the Art of Requirements Gathering
Since this role involves leading discovery workshops, practice articulating how you gather and document business requirements. Prepare examples of how you've successfully translated complex processes into actionable insights in previous roles. This will demonstrate your ability to facilitate discussions and capture essential information effectively.
â¨Showcase Your Stakeholder Management Skills
Be ready to discuss your experience in managing stakeholders. Think of examples where you've navigated challenging conversations or aligned differing priorities. Highlighting your communication skills and ability to build relationships will be crucial, especially since this role is client-facing.
â¨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential challenges you might face in the role, such as optimising case handling or improving SLA compliance. Practising your responses will help you articulate your thought process clearly during the interview.
