ServiceNow Business Analyst

Alldus; Deutschland; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Alldus in Germany is seeking an experienced ServiceNow Business Analyst to join a Global Elite ServiceNow Partner on a permanent basis. The role focuses on CSM, HRSD, Employee Experience and AI-powered service solutions within large-scale digital transformation projects.

You will gather business requirements, run workshops, translate needs into ServiceNow designs, support adoption of AI-driven workflows and automation, and contribute to testing, go-live planning, and knowledge sharing.

Qualifikationen

• Experience as Business Analyst or Consultant within the ServiceNow ecosystem.
• Experience with CSM and/or HRSD.
• Strong analytical, process modelling, and stakeholder management skills.

Aufgaben

• Analyse and document ServiceNow CSM/HRSD requirements.
• Facilitate workshops and define To-Be processes.
• Translate requirements into functional and technical ServiceNow designs.
• Support implementation of CSM, HRSD, and Employee Experience solutions.
• Identify AI-powered automation opportunities and AI-native workflows.
• Support testing, go-live, and hypercare phases.
• Collaborate with teams to ensure successful delivery and knowledge sharing.

Kenntnisse

ServiceNow experience

Workshop facilitation

Requirement gathering

Stakeholder management

English communication

Ausbildung

CSA, CIS-HRSD certification

Tools

ServiceNow Platform

Jobbeschreibung

Alldus is currently working with a Global Elite ServiceNow Partner seeking to hire an experienced ServiceNow Business Analyst to join their growing team in Germany on a permanent basis.

This is an exciting opportunity to work on large-scale digital transformation projects, helping customers improve both customer and employee experiences through ServiceNow. The role will focus on CSM, HRSD, Employee Experience, and AI-powered service solutions.

The ideal candidate will have experience gathering business requirements, leading workshops, and translating customer needs into effective ServiceNow solutions while supporting the adoption of AI-driven workflows and automation.

Responsibilities

• Analyse, gather, and document business requirements focused on ServiceNow CSM and HRSD processes
• Facilitate customer workshops and support process definition, optimisation, and fit-gap analysis (As-Is / To-Be)
• Translate business requirements into functional and technical ServiceNow solution designs
• Support the implementation of CSM, HRSD, and Employee Experience solutions
• Identify opportunities for AI-powered automation, self-service, virtual agents, and intelligent workflow solutions
• Contribute to AI-native and agent-based workflow design within the ServiceNow platform
• Support testing, user acceptance activities, go-live planning, and hypercare phases
• Collaborate with project teams and stakeholders to ensure successful project delivery
• Contribute to ServiceNow best practices and knowledge sharing across the organisation

Requirements

• Experience working as a Business Analyst or Consultant within the ServiceNow ecosystem
• ServiceNow certification such as CSA, CIS-HRSD, or similar
• Experience working with CSM and/or HRSD
• Strong understanding of business process analysis, process modelling, and workflow design
• Experience working within Agile, Scrum, Waterfall, or Hybrid delivery environments
• Interest in or exposure to Artificial Intelligence, automation, and digital transformation initiatives
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Fluent German and strong English language skills

Preferred Experience

• Experience supporting Public Sector, Utilities, or Energy customers
• Exposure to regulated or complex service environments
• Knowledge of AI-driven service processes, virtual agents, and intelligent automation
• Experience contributing to Employee Experience transformation initiatives