Business analyst Servicenow H/F
Core
Functional Business Analyst bridging business teams, MOA, and technical ServiceNow teams to standardize ITSM processes and improve platform usage.
Role type
Business Analyst (ServiceNow ITSM)
Builds
ITSM processes and ServiceNow platform configurations
Domain
IT Service Management (ITSM) / Enterprise Software Implementation
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ITSM process analysis, ITIL best practices, ServiceNow ITSM concepts (workflows, SLA, ACL, CMDB), functional specification writing, UAT execution, gap analysis, stakeholder workshop facilitation
Preferred skills
ServiceNow Certified System Administrator (CSA), ServiceNow CIS – ITSM, ITIL Foundation certification, experience in large corporate or multi-entity environments
Technologies
ServiceNow ITSM, ITIL Framework
Responsibilities
Analyze and define target ITSM processes and Core Model, write functional specifications and user stories, conduct gap analysis between existing tools and ServiceNow targets, facilitate business workshops, collaborate with MOE developers and follow Agile rituals, execute functional tests and UAT, support production deployment and change management, produce functional documentation and user guides, propose continuous process optimizations
Seniority
Mid-Senior, hands-on IC