ServiceNow CSM Business Analyst

We are looking for an experienced ServiceNow CSM professional to support the implementation and business development of ServiceNow Customer Service Management (CSM) within a product organization.Location: Gothenburg, Sweden | HybridDuration: September 2026 – February 2027Workload: Approx. 20 hours/week (50%)Travel: Occasional travel, including internationalLanguages: Swedish & English Key Responsibilities• Identify and drive improvements in ServiceNow CSM processes and usage• Lead implementation and change initiatives within support operations• Gather business requirements and act as a bridge between business and IT• Support standard ServiceNow functionality such as Playbooks, task-based workflows and Knowledge Management• Coordinate customer/user onboarding in the portal• Support CSM-related data management• Train and support internal users What We’re Looking For• Strong experience with ServiceNow CSM• Background as a Business Analyst, Functional Consultant or Project Manager• Good understanding of customer support/service organizations• Strong stakeholder and communication skills• Self-driven with strong delivery capability• Fluent in Swedish and English Interested Candidates- Please share your updated CV or DM me for more details.Deeksha.Pillala@excelgens.com /Siva.Datta@excelgens.com