ServiceNow Consultants BA

+5 years of XP

Position Overview

We are looking for an experienced ServiceNow Business Analyst to join our team and contribute to the design, implementation and continuous improvement of ServiceNow solutions.

You will act as a key link between business stakeholders, IT teams and ServiceNow technical teams. You will be responsible for understanding business needs, translating them into clear functional requirements and ensuring that ServiceNow solutions effectively support business processes and objectives.

You combine strong business analysis skills with solid knowledge of the ServiceNow platform, IT Service Management (ITSM) and business process transformation.

Key responsibilities

Business Analysis & Requirements Management

• Engage with business and IT stakeholders to understand their needs, processes, pain points and improvement opportunities.

• Gather, analyse, document and validate business and functional requirements.

• Translate business needs into clear, actionable functional requirements, use cases and acceptance criteria.

• Facilitate workshops, interviews and requirements-gathering sessions with relevant stakeholders.

• Identify process gaps, dependencies, risks and opportunities for optimisation.

• Ensure requirements are clearly understood by both business and technical teams.

• Maintain traceability between business requirements and the implemented ServiceNow solution.

ServiceNow Functional Expertise

• Act as a functional subject matter expert for ServiceNow-related initiatives.

• Analyse business requirements and assess how ServiceNow capabilities can address them.

• Contribute to the functional design and optimisation of ServiceNow workflows, processes, forms, service catalogue items and other platform components.

• Support ServiceNow implementations, enhancements, upgrades and continuous improvement initiatives.

• Promote the use of standard ServiceNow capabilities and best practices, while identifying situations that require specific adaptations.

• Maintain a strong understanding of relevant ServiceNow modules, particularly ITSM, and potentially ITOM, ITAM, CSM, HRSD, SPM or other ServiceNow products, depending on business needs.

Business Process Analysis & Solution Design

• Analyse and document current-state (AS-IS) and future-state (TO-BE) processes.

• Identify opportunities for process simplification, standardisation, automation and efficiency improvements.

• Translate business processes into functional requirements and ServiceNow solutions.

• Collaborate with ServiceNow Architects, Developers, Administrators and other technical teams to define appropriate solutions.

• Challenge existing processes where relevant and identify opportunities to make more effective use of ServiceNow capabilities.

• Contribute to functional specifications and solution design documentation.

• Ensure proposed solutions are scalable, maintainable and aligned with the organisation’s ServiceNow roadmap.

Testing & Implementation Support

• Define functional requirements, acceptance criteria and test scenarios.

• Prepare and support functional testing, System Integration Testing (SIT) and User Acceptance Testing (UAT).

• Coordinate business users and technical teams to validate delivered functionality.

• Analyse and document defects and support their resolution.

• Verify that delivered solutions meet the agreed business requirements.

• Support deployment, go-live and post-implementation activities.

• Contribute to the continuous improvement of existing ServiceNow solutions.

At least 5 years of experience as a Business Analyst, including significant experience working on ServiceNow projects.

• Act as the primary functional point of contact between business stakeholders and ServiceNow delivery teams.

• Communicate business requirements and functional concepts clearly to technical and non-technical audiences.

• Facilitate workshops and decision-making sessions.

• Manage stakeholder expectations and maintain alignment throughout the delivery lifecycle.

• Support communication and change management activities related to new or enhanced ServiceNow processes and functionalities.

Required Qualifications & Experience

• A Bachelor’s or Master’s degree in Business Administration, Information Systems, Computer Science, Engineering or a related field.

• At least 5 years of experience as a Business Analyst, including significant experience working on ServiceNow projects., avec une expérience significative sur des projets ServiceNow.

• Strong knowledge of ServiceNow and IT Service Management processes.

• Experience with ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Service Request Management and Knowledge Management.

• Proven experience in business process analysis and improvement.

• Strong experience in gathering, analysing and documenting business and functional requirements.

• Experience translating business needs into functional specifications and acceptance criteria.

• Experience with functional testing and User Acceptance Testing.

• Excellent communication, workshop facilitation and stakeholder management skills.

• Ability to collaborate effectively with both business and technical teams.

• Strong analytical and problem-solving skills.

• Excellent written and spoken English.

Preferred Qualifications & Experience

• A ServiceNow certification, such as Certified System Administrator (CSA) or a relevant Certified Implementation Specialist (CIS) certification.

• Experience with additional ServiceNow modules, such as ITOM, ITAM, CSM, HRSD, SPM or SecOps. ITOM, ITAM, CSM, HRSD, SPM ou SecOps.

• Experience with ServiceNow implementations, migrations, upgrades or major transformation programmes.

• Knowledge of ITIL practices and frameworks.

• Experience with process modelling techniques and tools, such as BPMN.

• Experience working in large, international or complex organisations.

• Experience in digital transformation projects or enterprise workflow initiatives.

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