ServiceNow CSM Business Analyst

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

Requirements & Process Design

• 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.

Customer Journeys

• 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.

CSM Functional Design

• Define functional designs for Cases, Tasks, Assignment Rules, SLAs, Entitlements, Playbooks, Knowledge, and Virtual Agent intents.

Workflow & Data

• Specify data models, tables, relationships, and record lifecycles.
• Support coherent data sharing across customers, accounts, and related records.

Integrations & Data Exchange

• 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.

Reporting & Dashboards

• Capture requirements for operational dashboards and reports (case volumes, task load, backlog, ageing, SLA compliance).

Assignment & Routing

• Define rules for skill-based and workload-based assignment to optimise case handling and agent productivity.

Agent Experience

• Design Agent Workspace layouts, guided decisions, playbooks, knowledge search, and next-best-action experiences.

Governance & Delivery

• 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 jonathan.la@focusonsap.org with your CV and availability to speak.

Applicants must be a UK based and holds a valid right to work status.