Website:
Job details:
At Decskill, we believe technological excellence is born from human talent.
We are an IT consulting company with over 10 years of experience, focused on building long-term relationships with both our clients and our people. Today we are a community of more than 800 professionals working from Lisbon, Porto and Madrid, taking part in high-impact technology projects.
As part of the Astek Group, we combine our local culture with an international presence in around 23 countries across 4 continents, creating opportunities to work in diverse technology environments with long-term prospects.
What are we looking for?
We are looking for an experienced ServiceNow CSM Business Analyst to join a strategic project within the Technology area of a leading international technology company in the travel and tourism sector.
You will support the evolution of the company’s ServiceNow platform, acting as the bridge between business stakeholders, Product Owners, architects, developers, QA teams and external vendors, in a global and multicultural environment.
We are looking for a senior profile with solid functional knowledge of ServiceNow Customer Service Management (CSM), able to turn business needs into clear, scalable and maintainable solutions, with a strong focus on platform standard capabilities and best practices.
👉 This is an offshore position based in India, working with distributed international teams in an Agile / Scrum environment.
Your mission
You will be responsible for analysing and shaping business needs into well-defined ServiceNow CSM solutions, ensuring the platform evolves in a sustainable way and delivers real value to customer service operations.
A platform mindset is key here: it’s not only about documenting requests, but about challenging requirements constructively, understanding the problem behind each need and recommending the most suitable solution, favouring out-of-the-box capabilities and limiting unnecessary customisation.
What will you do day to day?
- Gather, analyse, challenge and document business and user requirements.
- Facilitate discovery sessions and functional workshops with business stakeholders and operational teams.
- Translate requirements into epics, features, user stories, functional specifications and testable acceptance criteria.
- Assess demands against ServiceNow out-of-the-box capabilities and recommend the most suitable solution.
- Support Product Owners with backlog creation, refinement, prioritisation and delivery readiness.
- Collaborate closely with developers, architects, UX specialists, QA teams and external implementation partners.
- Participate in solution design reviews, dependency analysis and functional impact assessments.
- Prepare and coordinate UAT activities, including test scenarios, test data, defect follow-up and business validation.
- Support sprint reviews, demos, release planning and stakeholder communication.
- Produce and maintain functional documentation, process flows, decision records and user guidance.
- Identify continuous improvement opportunities for customer service processes and platform adoption.
- Ensure delivery stays aligned with Agile practices, platform governance and ServiceNow best practices.
What are we looking for in you?
Must have:
- 5+ years of experience in Business Analysis.
- 3+ years of experience in ServiceNow CSM.
- Strong experience as a Business Analyst on ServiceNow implementations or major platform evolutions.
- Practical experience with Case Management, customer portals, Knowledge Management, service catalogue capabilities and workflow design.
- Proven ability to write clear user stories, functional specifications and acceptance criteria.
- Experience facilitating workshops and managing stakeholders across business and technical teams.
- Experience preparing, coordinating and supporting UAT.
- Good understanding of Agile / Scrum delivery practices and backlog management.
- Working knowledge of ITIL principles.
- Fluent professional English, written and spoken.
- Ability to work autonomously in an international and multicultural environment.
Nice to have:
- Experience with ServiceNow platform governance and implementation best practices.
- Knowledge of REST APIs and integration design concepts.
- Familiarity with CSDM, CMDB and ServiceNow data model principles.
- Experience with ITSM modules, configurable workspaces, portals and UI/UX collaboration.
- Experience in a large-scale enterprise customer support environment.
- ServiceNow Certified System Administrator or a relevant implementation certification.
- Experience in a SAFe or multi-team Agile delivery organisation.
- Experience with large-scale CSM implementations involving customer portals, case lifecycle management, entitlement management, data segregation and secured visibility, and integrations with external enterprise systems.
What do we offer?
- A stable, strategic project within a leading international technology company in the travel sector.
- A mature technology environment with large-scale ServiceNow implementations.
- Real autonomy and the chance to take ownership of a functional perimeter.
- Direct collaboration with business, product and technology teams in a global context.
- Opportunity to work in a large-scale environment with cross-functional impact.
- 📍Location: India
Why Decskill?
If you are looking for an environment that values curiosity, autonomy and commitment, you will find projects here where your experience can truly make a difference.
At Decskill we bet on long-term relationships, both with our clients and our professionals, offering:
✨ Long-term projects in an international context
✨ Opportunities for technical and professional growth
✨ A people-centred culture based on transparency and trust
✨ Teams that value autonomy, collaboration and stability
Interested in the challenge?
🚀 Your next project can start here.
**At Decskill we are committed to equal opportunities and non-discrimination. We promote a culture of diversity and inclusion, where selection and career progression are based exclusively on talent, regardless of age, gender, ethnicity, race, nacionality or any other form of discrimination incompatible with human dignity.
Click on Apply to know more.
