Business Analyst - ServiceNow ITSM & AI

Service Now Business Analyst (ITSM & AI)
Location | Hours | Contract | Languages

Location: Amsterdam (Hybrid)
Hours: 40 hours per week
Contract: 6-Month Contract Assignment (with potential extension)
Language: English

We are looking for an experienced Service Now Business Analyst to join a leading international organisation undergoing significant transformation across its IT Service Management landscape.

Working closely with Product Managers, Engineers, Architects and operational stakeholders, you will play a key role in translating business needs into delivery-ready requirements that support Service Now ITSM and AI-enabled Service Management initiatives.

This position combines traditional Business Analysis with process improvement, stakeholder management and emerging AI capabilities. You will help drive the adoption of Service Now solutions, improve employee experiences and ensure engineering teams receive clear, actionable requirements that enable efficient delivery.

• Facilitate workshops with business and operational stakeholders.
• Understand business objectives, challenges and service management pain points.
• Analyse current-state processes and define future-state solutions.
• Challenge assumptions and validate requirements before development begins.
• Identify opportunities to simplify and optimise existing workflows.

• Translate business needs into clear, structured and delivery-ready requirements.
• Create epics, user stories and detailed acceptance criteria.
• Ensure requirements are measurable, testable and aligned with business objectives.
• Maintain traceability from business demand through implementation.
• Support backlog refinement and prioritisation activities.

• Analyse and improve Incident, Request, Change, Problem and Knowledge Management processes.
• Identify opportunities to leverage automation and AI capabilities.
• Support the adoption of Service Now AI and productivity tools.
• Recommend scalable and reusable platform solutions.
• Promote best practices across IT Service Management processes.

• Build trusted relationships with business stakeholders, product teams and engineers.
• Facilitate workshops, requirement reviews and decision-making sessions.
• Clarify requirements throughout the delivery lifecycle.
• Manage requirement changes and stakeholder expectations.
• Communicate progress and recommendations effectively.

• Partner with Product Managers and Engineering teams throughout delivery.
• Support sprint planning and backlog readiness activities.
• Assist with User Acceptance Testing preparation and validation.
• Ensure delivered solutions meet business expectations and intended outcomes.

• Maintain high-quality documentation within Jira and Confluence.
• Produce process flows, business analysis artefacts and recommendations.
• Support governance and decision-making forums.
• Contribute to continuous improvement initiatives across the platform.

• Proven experience as a Business Analyst in Agile environments.
• Hands-on experience with Service Now ITSM.
• Strong workshop facilitation and stakeholder management skills.
• Expertise in requirements gathering, user stories and acceptance criteria.
• Experience documenting current-state and future-state business processes.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Experience working closely with Product Managers and Engineering teams.
• Ability to balance business needs with technical delivery requirements.

• Service Now Now Assist
• AI-enabled Service Management
• Enterprise Service Management (ESM)
• Employee Centre Pro
• ITIL Foundation certification
• BPMN Process Modelling
• Service Now Platform Administration knowledge
• Automation and workflow optimisation experience

• Service Now
• Jira
• Confluence
• Agile / Scrum Frameworks
• BPMN Modelling Tools
• Microsoft 365

• Deliver high-quality requirements that enable efficient engineering delivery.
• Improve backlog quality and requirement readiness.
• Facilitate discovery activities for priority initiatives.
• Contribute to AI and automation opportunities across Service Management.
• Create clear documentation of current and future-state processes.
• Strengthen stakeholder alignment around priorities and platform improvements.
• Help establish consistent Business Analysis practices across the ITSM product area.

• Opportunity to work on large-scale Service Now transformation initiatives.
• Exposure to innovative AI-enabled service management solutions.
• Collaborative and international working environment.
• High-visibility role with significant stakeholder interaction.
• Opportunity to influence process improvement and platform strategy.
• Hybrid working environment.