Business Analyst – ServiceNow ITSM Transformation

Are you a Business Analyst who thrives in complex IT environments and enjoys bridging the gap between business and technology? Do you have experience with ServiceNow and ITSM processes, and do you enjoy working with international stakeholders? Then this opportunity could be the perfect fit.

Please make sure you read the following details carefully before making any applications.

Your Mission

As Business Analyst, you will play a key role in a strategic ITSM transformation program. You will act as the link between business stakeholders and technical delivery teams, ensuring requirements are clearly captured, analyzed, and translated into actionable solutions.

You'll be involved throughout the full project lifecycle, from requirements gathering and process analysis to testing and successful implementation.

What You'll Do

• Analyze, document, and validate business requirements for a large-scale ITSM transformation initiative
• Translate business needs into clear functional and technical specifications
• Facilitate workshops, interviews, and working sessions with stakeholders
• Define and refine:
• ITSM processes
• Functional scope
• Data migration requirements
• Integration needs
• Collaborate with international delivery teams to ensure alignment and successful execution
• Support the design of future-state operating processes and governance models
• Maintain traceability between requirements, design, testing, and delivered solutions
• Support UAT preparation, test scenarios, and business validation
• Identify risks, dependencies, and improvement opportunities
• Contribute to project reporting, governance, and stakeholder communication

What We're Looking For

Must-have

Proven experience as a Business Analyst within enterprise IT transformation projects

Strong ServiceNow knowledge, especially within ITSM environments

Good understanding of:

• Incident Management
• Request Management
• Change Management
• Problem Management
• CMDB / ITOM concepts

Experience translating business requirements into structured deliverables

Strong workshop facilitation and stakeholder management skills

Experience working with distributed or international teams

Excellent communication skills and a structured, analytical mindset

Nice-to-have

Experience with ServiceNow migrations or implementations

ITIL certification or strong ITIL knowledge

ServiceNow certifications

Experience in large-scale transformation programs

Why Join?

• Work on a high-impact transformation initiative
• Collaborate with international teams and stakeholders
• Shape future ITSM processes and ways of working
• Take ownership and drive meaningful change
• Operate in a modern, enterprise-scale ServiceNow environment

Who You Are

You are proactive, structured, and comfortable navigating complex stakeholder landscapes. xqknzec You enjoy transforming ambiguity into clarity and are passionate about delivering practical solutions that create business value.

If you combine strong ServiceNow expertise with excellent business analysis skills and enjoy working at the intersection of people, process, and technology, we'd love to hear from you.