About the Role
We are hiring a ServiceNow Business Analyst – CSM, Now Assist & Chatbot Implementation to deliver high-quality servicenow solutions and support business-critical transformation initiatives. This role is ideal for a professional who can combine technical expertise, collaboration, and execution to deliver strong business results.
Key Responsibilities
• Collaborate with business stakeholders to gather and document requirements for CSM and chatbot solutions
• Lead discovery workshops focused on conversational design, customer journeys, and automation opportunities
• Translate business requirements into user stories, conversation flows, and functional specifications
• Drive end-to-end implementation of ServiceNow CSM capabilities, including: o Case Management o Omnichannel engagement (chat, email, portal) o Knowledge Management
• Design and implement chatbot solutions using ServiceNow Virtual Agent: o Conversation design (intents, utterances, dialog flows) o Integration with backend workflows and knowledge articles o Automation of repetitive customer queries and requests
• Leverage Now Assist capabilities for: o AI-powered chat summarization o Agent assistance and suggested responses o Automated knowledge article generation
Required Skills
• 7+ years of relevant experience
• Strong communication, stakeholder management, and problem-solving skills
Preferred Qualifications
• Candidates who can join within Immediate to 7 days are preferred
Job Details
• Employment Type: Permanent
• Location: Pan India
• Work Mode: Hybrid