ServiceNow Business Analyst

CHRLY Belgium; Brussel Hoofdstad; On-site; EUR 60,000 - 90,000; Full time

Job summary

CHRLY Belgium is seeking a seasoned ServiceNow Business Analyst to bridge business stakeholders and delivery teams. You will translate requirements into functional specs and user stories for ServiceNow ITSM implementations, ensuring alignment with objectives.

You will facilitate workshops, drive backlog refinement, and support UAT within an Agile environment. The role requires strong communication, stakeholder management, and practical ServiceNow know-how across ITSM, CMDB, HRSD, and CSM modules.

Qualifications

• Several years of experience as a Business Analyst.
• Hands-on ServiceNow implementation experience.
• Experience with ITSM modules: Incident, Problem, Change, Request, Service Catalogue, Knowledge.
• Experience gathering and documenting business and functional requirements.
• Strong writing skills for user stories and acceptance criteria.
• Experience with workshops and Agile delivery.

Responsibilities

• Engage with business stakeholders, process owners, and technical teams to identify and understand business requirements.
• Organise and facilitate requirements-gathering workshops and stakeholder interviews.
• Analyse existing business processes and identify improvement opportunities.
• Translate requirements into functional specs, user stories, acceptance criteria, and process flows.
• Maintain requirements throughout the implementation lifecycle.
• Conduct workshops, presentations, and solution-validation sessions with stakeholders.
• Create and maintain epics, features, and user stories within an Agile delivery framework.
• Support backlog refinement and prioritisation with Product Owners and delivery teams.
• Participate in sprint planning and other Agile ceremonies.
• Clarify business requirements for development and implementation teams throughout the sprint lifecycle.
• Act as the interface between business and technical teams.

Skills

Business analysis

ServiceNow

Stakeholder management

User stories

Agile/Scrum

UAT support

Requirements gathering

Process modelling

Communication skills

Problem solving

Tools

ServiceNow ITSM

Job description

For one of our customers, we are looking for:

ServiceNow Business Analyst

We are looking for an experienced ServiceNow Business Analyst to act as the key link between business stakeholders, process owners, and ServiceNow implementation teams. You will analyse business requirements and existing processes, identify opportunities for improvement, and translate business needs into clear functional requirements and user stories for implementation on the ServiceNow platform. The ideal candidate combines strong business analysis and stakeholder-management skills with practical knowledge of ServiceNow, particularly IT Service Management (ITSM). Experience with Demand Management, Portfolio Management (SPM) and additional ServiceNow modules such as ITOM, ITAM, CMDB/CSDM, HRSD, Customer Service Management (CSM), Workplace Service Delivery (WSD), Facilities, or Strategic is desirable.

Key Responsibilities

• Engage with business stakeholders, process owners, and technical teams to identify and understand business requirements.
• Organise and facilitate requirements-gathering workshops and stakeholder interviews.
• Analyse existing business processes and identify improvement and automation opportunities.
• Translate business requirements into functional requirements, user stories, acceptance criteria, and process flows.
• Maintain requirements throughout the implementation lifecycle.
• Ensure requirements are clear, testable, traceable, and aligned with business objectives.
• Conduct workshops, presentations, and solution-validation sessions with stakeholders.
• Create and maintain epics, features, and user stories within an Agile delivery framework.
• Support backlog refinement and prioritisation with Product Owners and delivery teams.
• Participate in sprint planning, sprint reviews, and other Agile ceremonies.
• Clarify business requirements for development and implementation teams throughout the sprint lifecycle.
• Act as the interface between business and technical teams.
• Communicate complex ServiceNow concepts in clear business language.
• Manage expectations and maintain alignment between stakeholders throughout the project lifecycle.

Required Profile

• Several years of experience as a Business Analyst.
• Hands-on experience working in a ServiceNow implementation, enhancement, or transformation environment.
• Good understanding of ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, Request Management, Service Catalogue, and Knowledge Management.
• Experience gathering and documenting business and functional requirements.
• Strong user-story and acceptance-criteria writing skills.
• Experience with process modelling and process-improvement methodologies.
• Experience facilitating workshops with business and technical stakeholders.
• Understanding of Agile/Scrum delivery methodologies.
• Experience supporting User Acceptance Testing (UAT) and implementation activities.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder-management and communication skills.

Preferred Qualifications

• Experience with ServiceNow Demand Management module.
• Experience with additional ServiceNow modules such as ITOM, ITAM, CMDB/CSDM, HRSD, Customer Service Management (CSM), Workplace Service Delivery (WSD), Facilities, or Strategic Portfolio Management (SPM).
• Additional Certified Implementation Specialist (CIS) certifications relevant to the candidate's ServiceNow expertise are advantageous.
• Technical developer certification such as Certified Application Developer (CAD) is advantageous but not mandatory unless the role includes ServiceNow configuration or development responsibilities.

Important message: if you do not have the Dutch and/or French language native, please do not apply.