Project opportunity for ServiceNow CSM - Functional Analyst | Bellheim, Germany | Hybrid -1 day/week
AMM ENTERPRISE GmbH
Ansprechpartner: Priya Badiger
Bellheim, Deutschland
ITServiceNow Security OperationsServiceNow App EngineWorkflowsServiceNow IT-BetriebsmanagementServiceNow Kundenservice-ManagementServicenow
Beschreibung
Dear Candidate,
Please find the details below
Role: ServiceNow CSM - Functional Analyst
Location: Bellheim - Rhineland-Palatinate, Germany | Hybrid - 1day/week
Mode: Freelance B2B contract
Language: English & German
Required Technical Skill Set: ServiceNow CSM
JD
Responsibility of / Expectations from the Role
Advocate for and advise on ServiceNow Out-Of-The-Box (OOTB) best practices to minimize technical debt and unnecessary customization
Facilitate Discovery and Requirement Gathering workshops with DACH business stakeholders, customer support leads, service operations, and IT teams
Translate complex business problems, service workflows, and customer journeys into clear functional requirements, user stories, acceptance criteria (Definition of Ready / Definition of Done), and process flows.
Act as the primary functional advisor and liaison between German-speaking business stakeholders and international technical delivery squads.
Lead demo sessions and sprint reviews in German and English, demonstrating newly implemented features and gathering structured feedback
Assist stakeholders in organizational change management (OCM) and operational readiness.
Desired Competencies (Technical/Behavioral Competency)
ServiceNow CSM lifecycle knowledge, conducting workshops, understanding customer needs, demonstrating requirements to technical team
ServiceNow Certified System Administrator (CSA)
Good-to-Have
Certified Implementation Specialist – Customer Service Management (CIS-CSM)
If interested in this role, please share your CV to ***@***.com