ServiceNow Functional BA-CSM-SPM-67245

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=== POSTING ==

ServiceNow Functional BA-CSM-SPM Philadelphia, PA Job Description: We are seeking an experienced ServiceNow Functional Consultant / Business Analyst with strong hands-on expertise in non-ITSM modules, specifically Customer Service Management (CSM) and Strategic Portfolio Management (SPM). The consultant will work closely with business stakeholders, developers, and project teams to deliver scalable ServiceNow solutions aligned with business needs. Key Responsibilities:

• Lead and facilitate requirements workshops for ServiceNow non-ITSM modules (CSM & SPM).
• Document functional requirements, configurations, and user stories using ServiceNow Agile Development.
• Review customer-provided data templates and guide stakeholders on accurate data collection.
• Collaborate with developers and QA teams to ensure solutions align with the Statement of Work.
• Perform functional testing in non-production environments prior to QA testing.
• Review and validate design documents and Functional Requirement Specifications (FRS).
• Provide training to customer SMEs on ServiceNow modules and features.
• Support Project Manager with status updates, risks, issues, and mitigation plans.
• Participate in UAT, drive test cases, document defects, and coordinate fixes and retesting.
• Ensure scope changes are documented and escalated appropriately.

Required Skills & Qualifications:

• Strong hands-on experience with ServiceNow CSM (Case Management, Omnichannel, Self-Service Portals, Virtual Agent, Playbooks).
• Strong experience with ServiceNow SPM (Demand & Innovation Management, PPM, Resource & Timecard Management, Financial Management, Strategic Planning & Workspaces).
• Experience with OOB and custom GenAI use cases for CSM and SPM.
• Ability to independently conduct stakeholder workshops and provide recommendations.
• Excellent communication, documentation, and stakeholder management skills.

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• CIS Customer Service Management
• CIS Strategic Portfolio Management
• ITIL Certification (Plus)
• ALL successful candidates for this position are required to work directly for PRIMUS. No agencies please only W2**

For immediate consideration, please contact:

Arun

PRIMUS Global Services

Phone:

Email: