ServiceNow ITSM BA — Drive IT Operations (Hybrid)

NTT DATA, Inc.; Madrid; Hybrid; EUR 46,000 - 65,000; Full time

Job summary

NTT DATA is seeking a ServiceNow Business Analyst (ITSM) to join the ServiceNow Practice in Madrid. You will gather, translate, and manage business requirements from stakeholder workshops through to development stories, testing, and release sign-off.

As a bridge between business and technical delivery, you will own the requirements backlog, write high-quality user stories and acceptance criteria, and support testing activities including UAT.

Qualifications

• Proven BA in an enterprise IT or digital transformation environment.
• Experience writing high-quality user stories and acceptance criteria for Agile development teams.
• Ability to coordinate and support testing activities, including UAT and sign-off processes.
• Excellent communication and documentation skills for translating business needs into actionable requirements.
• Familiarity with ITIL and ServiceNow ITSM modules and related best practices.
• Experience engaging with IT operations and service desk stakeholders for requirements gathering.

Responsibilities

• Lead and facilitate workshops with business stakeholders to elicit, capture, and validate requirements.
• Translate business requirements into development-ready user stories, acceptance criteria, and process maps.
• Own and maintain the requirements backlog, prioritised for sprint intake with the Product Owner.
• Support the Sprint Intake Review ensuring detailed stories and agreed acceptance criteria.
• Coordinate and participate in functional testing and UAT to validate delivered functionality.
• Act as a liaison between business and QA to ensure traceability and sign-off.
• Document scope changes, risks, and dependencies; escalate as needed.
• Contribute to Release Readout sessions and continuous improvement.
• Maintain clear documentation from requirements through delivery.
• Refine ITSM/ITOM/ITAM/SAM roadmap with detailed requirements context.

Skills

Requirements elicitation

Workshop facilitation

Stakeholder management

User stories & acceptance criteria

Testing coordination

ITIL familiarity

ServiceNow ITSM knowledge

Agile / Scrum

Tools

ServiceNow

Jira

Azure DevOps

Job description

NTT DATA is seeking a ServiceNow Business Analyst (ITSM) to join the ServiceNow Practice in Madrid. You will gather, translate, and manage business requirements from stakeholder workshops through to development stories, testing, and release sign-off.

As a bridge between business and technical delivery, you will own the requirements backlog, write high-quality user stories and acceptance criteria, and support testing activities including UAT.