ServiceNow Business Analyst

About the Role

We are looking for a skilled Service Now Business Analyst to join our team. In this role, you'll work closely with stakeholders, technical teams, and end users to gather requirements, define workflows, and ensure the successful delivery of Service Now solutions across ITSM, HRSD, ITAM, and CSM modules.

You will act as a bridge between business needs and technical implementation, helping organizations optimize processes, improve user experience, and achieve measurable outcomes.

Key Responsibilities

Requirements & Stakeholder Management

• Collaborate with business stakeholders to understand goals, challenges, and process requirements.
• Document functional and non-functional requirements clearly, including user stories, process flows, and acceptance criteria.
• Facilitate workshops, interviews, and feedback sessions to gather insights and validate requirements.

Process & Solution Analysis

• Analyze current business processes and identify opportunities for improvement.
• Define Service Now workflows and configurations that align with best practices for ITSM, HRSD, ITAM, and CSM.
• Support the design of forms, catalogs, service portals, dashboards, and reports.

Implementation Support

• Work closely with developers and technical teams to ensure requirements are understood and implemented correctly.
• Assist in testing activities, including functional testing, UAT, and defect resolution.
• Support deployment, training, and post-implementation adoption.

Reporting & Documentation

• Create clear and concise documentation for business processes, workflows, and system configurations.
• Define KPIs, metrics, and dashboards to measure process improvements and solution impact.
• Maintain knowledge repositories and provide guidance for future enhancements.

Required Skills & Experience

• Service Now Modules:
  Hands-on experience or strong knowledge of ITSM, HRSD, ITAM, and CSM.
• Business Analysis:
  Experience gathering requirements, documenting processes, and facilitating workshops.
• Process Knowledge:
  Understanding of ITIL principles and HR or customer service processes.
• Communication
  
  Skills:
  
  Ability to translate complex technical concepts into business-friendly language.
• Collaboration:
  
  Comfortable working with cross-functional teams, including developers, project managers, and stakeholders.
• Analytical
  
  Skills:
  
  Strong problem-solving abilities and attention to detail.

Desirable / Nice to Have

• Service Now certifications such as Certified System Administrator (CSA) or module-specific certifications (ITSM, HRSD, ITAM, CSM).
• Experience with Service Now reporting, dashboards, and Performance Analytics.
• Familiarity with agile delivery methodologies.
• Experience working with Nordic or European clients (optional if targeting Finland/Europe).

Education & Experience

• Bachelor's degree in IT, Business, or related field (or equivalent experience).
• 4-7 years' experience as a Business Analyst, preferably in IT or Service Now projects.

This role is ideal for candidates who can thrive in a collaborative environment and are eager to make a significant impact within their team. If you are ready to take on this exciting opportunity and contribute to the success of a forward-thinking organization, we invite you to apply today.