ServiceNow Business Analyst – ITSM

In this role as a ServiceNow Business Analyst focusing on ITSM, you will be responsible for gathering, analyzing, and documenting business requirements related to IT Service Management processes utilizing ServiceNow. You will collaborate with stakeholders to identify business challenges and opportunities for improvement. Your tasks will include translating business needs into detailed functional and technical requirements, working closely with ServiceNow developers and administrators to ensure that solutions align with business objectives, and assisting in the configuration and testing of various ServiceNow ITSM modules (such as Incident, Problem, Change, Request, Knowledge, etc.). You will conduct workshops and stakeholder interviews to validate requirements and design decisions, and support user acceptance testing (UAT), training, and deployment initiatives. Additionally, you will provide post-implementation support and recommendations for continuous improvement, develop process documentation, user stories, use cases, and workflow diagrams, ensuring compliance with governance, best practices, and organizational standards.

Qualifications for this position include experience in large-scale ServiceNow implementations, familiarity with reporting and dashboarding within ServiceNow, and experience with integrating ServiceNow with other platforms and tools. You should possess the ability to work both independently and as part of a cross-functional team.

At the company, we prioritize in-person collaboration while also offering flexibility to support employee well-being, productivity, and individual work styles. We are committed to creating an inclusive environment where everyone can thrive. There are no specific language requirements mentioned for this position.