Requirements

Expected technologies

ServiceNow

ITSM

Optional technologies

ITOM

CSM

HRSD

Operating system

Windows

Our requirements

• 3+ years of experience working as a Business Analyst within ServiceNow ecosystem
• Solid understanding and hands-on experience with ITSM; familiarity with ITOM, CSM, or HRSD is a strong plus
• Experience with ServiceNow AI solutions is a nice to have
• Excellent stakeholder management and facilitation skills
• Strong grasp of ITIL processes and Agile methodologies
• Strong analytical and problem-solving abilities, with attention to detail
• Excellent organizational, coordination, and communication skills
• Ability to learn new concepts quickly and support administrative ServiceNow functions
• Fluency in English (written and spoken)
• Self-directed and innovative mindset.

Your responsibilities

• Lead and facilitate requirements-gathering workshops with business stakeholders to fully understand objectives and challenges
• Analyze and document business processes, identify optimization opportunities, and define clear, actionable requirements
• Conduct gap analyses and recommend improvements leveraging ServiceNow capabilities
• Collaborate closely with architects and developers to ensure alignment between technical delivery and business needs
• Prepare detailed user stories and acceptance criteria for agile teams
• Support delivery planning, backlog refinement, and take part in sprint ceremonies
• Act as a liaison between business and delivery teams, ensuring effective communication and alignment
• Provide end-user support and resolve incidents related to ServiceNow
• Perform basic configuration changes within the platform following standards and best practices
• Stay up to date with new ServiceNow releases and features