We are seeking an experienced Business Analyst to support a strategic IT Service Management

(ITSM) transformation initiative, focused on the migration from a shared ServiceNow environment to

a dedicated ServiceNow instance.

The Business Analyst will play a key role in bridging business stakeholders and delivery teams,

ensuring that business requirements are accurately captured, analysed, documented and translated

into actionable functional and technical specifications.

Key Responsibilities

• Lead the elicitation, analysis and documentation of business requirements for the ITSM

migration project.

• Translate business and process requirements into clear functional and technical

specifications for implementation teams.

• Work closely with business stakeholders to capture and validate requirements across ITSM

domains, including:

o Incident Management

o Request Management

o Change Management

o Problem Management

o Knowledge Management

o Configuration Management Database (CMDB)

• Collaborate with delivery teams to ensure requirements are fully understood and aligned

with project objectives.

• Facilitate workshops, stakeholder interviews and working sessions to define:

o Target processes

o Functional scope

o Data migration requirements

o Integration requirements

• Support the definition of the target ITSM operating model and ensure alignment with

organizational standards and governance.

• Ensure traceability between business requirements, functional designs and delivered

solutions.

• Support testing activities, including User Acceptance Testing (UAT) preparation, test case

definition and validation.

• Identify risks, gaps and dependencies related to the migration scope and propose mitigation

actions.

• Contribute to project governance, documentation and reporting activities.

Required Experience & Skills

• Proven experience as a Business Analyst in IT transformation projects, preferably within large

enterprise environments.

• Strong knowledge of ServiceNow, including hands-on experience with ITSM modules.

• Solid understanding of ITSM processes:

o Incident Management

o Request Management

o Change Management

o Problem Management

o CMDB and ITOM concepts

• Experience in ServiceNow migration and/or implementation projects is considered a strong

asset.

• Ability to translate business needs into structured functional and technical requirements.

• Experience working within distributed or international delivery models.

• Strong stakeholder management and communication skills.

• Experience facilitating workshops and achieving alignment across multiple teams.

• Strong analytical mindset with the ability to structure complex information into clear and

actionable deliverables.

Qualifications

• Bachelor’s or Master’s degree in Information Technology, Business Administration or a

related field.

• ITIL certification or equivalent knowledge is considered a strong advantage.

• ServiceNow certification is a plus.

Soft Skills

• Excellent communication and interpersonal skills.

• Proactive, autonomous and structured approach to work.

• Ability to operate effectively in complex multi-stakeholder environments.

• Strong focus on quality, delivery and results.

• Problem-solving mindset with strong attention to detail.

Project Context

• Strategic migration from a shared ServiceNow environment to a dedicated ServiceNow

platform.

• Collaboration with multiple business and technical teams operating across different regions.

• Alignment with enterprise ITSM governance, standards and best practices.

• Focus on the standardization, optimization and continuous improvement of ITSM processes.

• Opportunity to contribute to a high-visibility transformation initiative with significant

business impact.