Business Analyst (ServiceNow ITSM migration) (Brussel)

ENTICO ICT; Sint-Agatha-Berchem; Sur place; EUR 50 000 - 80 000; Plein temps

Résumé du poste

ENTICO ICT in Brussel is seeking an experienced Business Analyst to support an ITSM transformation initiative focused on migrating from a shared ServiceNow environment to a dedicated EU-region instance. You will bridge European business stakeholders and North American delivery teams, ensuring functional requirements are clearly structured.

The ideal candidate should have proven IT transformation experience, strong ServiceNow knowledge, and excellent stakeholder management skills. This role is crucial in driving the alignment of ITSM processes across regions.

Qualifications

• Proven experience as a Business Analyst in IT transformation projects, preferably within enterprise environments.
• Strong knowledge of ServiceNow (SNOW), with hands-on experience in ITSM modules.
• Ability to translate business needs into structured functional and technical requirements.

Responsabilités

• 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 European stakeholders to capture and validate requirements across ITSM domains.

Connaissances

Business Analyst in IT transformation projects

ServiceNow (SNOW)

ITSM processes

ITSM migration or implementation

Stakeholder management

Analytical mindset

Formation

Bachelor’s or Master’s degree in IT, Business, or related field

Description du poste

Business Analyst (ServiceNow ITSM migration)

17-06-2026

Brussel

Role Overview

We are seeking an experienced Business Analystto support a strategic ITSM transformation initiative, focusing on the migration from a shared ServiceNow environment to a dedicated EU-region ServiceNow instance.

The Business Analyst will act as a critical bridge between European business stakeholders and the North American Honda delivery teams, ensuring that functional requirements are clearly understood, structured, and translated into actionable technical specifications.

Key Responsibilities

• Lead the elicitation, analysis, and documentation of business requirementsfor the ITSM migration project
• Translate business and process requirements into clear functional and technical specificationsfor implementation teams
• Work closely with European stakeholders to capture and validate requirements across ITSM domains(Incident, Request, Change, Problem, Knowledge, CMDB)
• Collaborate with North American Honda delivery teams, ensuring requirements are clearly understood and aligned
• Facilitate workshops, stakeholder interviews, and working sessions to define:
• Target processes
• Functional scope
• Integration needs
• Support the definition of the target ITSM operating model and ensure alignment with global standards
• Ensure traceability between business requirements, functional design, and delivered solution
• Identify risks, gaps, and dependencies in the migration scope and propose mitigation actions
• Contribute to project governance, documentation, and reporting

Required Experience & Skills

• Proven experience as a Business Analyst in IT transformation projects, preferably within enterprise environments
• Strong knowledge of ServiceNow (SNOW), with hands-on experience in ITSM modules
• Solid understanding of ITSM processes:
• Request Management
• Change Management
• CMDB / ITOM concepts
• Experience in ITSM migration or implementation projects (strong asset)
• Ability to translate business needs into structured functional and technical requirements
• Experience working in distributed/global delivery models (EU and North America collaboration is a key aspect)
• Strong stakeholder management and communication skills
• Experience facilitating workshops and driving alignment across multiple teams
• Analytical mindset with ability to structure complex information into clear deliverables

Qualifications

• Bachelor’s or Master’s degree in IT, Business, or related field
• ITIL knowledge or certification is a strong plus
• ServiceNow certification is an advantage

Soft Skills

• Strong communication and influencing skills
• Proactive and structured way of working
• Ability to operate in a complex, multi-stakeholder environment
• Results-driven with focus on delivery and quality

Project Context

• Migration from shared ServiceNow environment to dedicated EU region instance
• Close collaboration with Honda North America delivery teams
• Alignment with global ITSM strategy and governance
• Focus on standardizing and optimizing ITSM processes across regions