Senior ServiceNow BA: Customer Experience Lead

Service Now Business Analyst Duration: 6+ Months of Contract with Possible Extension Location: Sunnyvale, CA Roles and Responsibilities: Over all 10+ years of experience working as Business Analyst and with 6+ years as a BA on ServiceNow projects Collaborate with stakeholders to understand customer experience goals and CSDM requirements Document functional requirements, user stories, and acceptance criteria Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards Solution Design Support Work with ServiceNow architects and developers to translate business needs into technical specifications Validate CSDM implementation for service mapping and data integrity Customer Experience Optimization Define workflows and processes that enhance user experience across ServiceNow modules Ensure seamless integration of customer-facing portals and self-service capabilities Testing & Validation Support UAT and validate configurations against business requirements Ensure quality and compliance with organizational standards Stakeholder Communication Act as a liaison between business teams and technical teams Provide regular updates on progress, risks, and dependencies #J-18808-Ljbffr Futran Tech Solutions Pvt. Ltd.