ServiceNow ITSM Business Analyst — Hybrid Role

NTT America, Inc.; España; Hybrid; EUR 45,000 - 75,000; Full time

Job summary

NTT DATA is seeking a ServiceNow Business Analyst (ITSM) to join the ServiceNow Practice, embedded with product teams and working with the Product Owner, Delivery Manager and development team.

You will translate business needs into development stories, manage the requirements backlog, support testing and sign-off, and help refine ITSM/ITOM/ITAM/SAM roadmaps while aligning with ITIL principles.

Qualifications

• Proven experience as a Business Analyst in an enterprise IT or digital transformation environment.
• Strong skills in requirements elicitation, workshop facilitation, and stakeholder management across multiple levels of seniority.
• Experience writing high-quality user stories and acceptance criteria for agile development teams.
• Ability to coordinate and support testing activities, including defining test scenarios, coordinating UAT, and managing sign-off processes.
• Excellent communication and documentation skills — able to translate complex business needs into clear, actionable requirements.
• Comfortable working in a fast-paced, agile delivery environment with multiple concurrent workstreams.
• Demonstrable experience working on ServiceNow ITSM implementations or enhancements, with a solid understanding of ITSM, ITOM, ITAM, or SAM modules.
• Familiarity with ITIL frameworks and how they translate into ServiceNow configuration.
• Experience engaging with IT operations teams, service desk functions, or technology stakeholders as part of requirements gathering.

Responsibilities

• Lead and facilitate workshops with business stakeholders to elicit, capture, and validate requirements, ensuring outcomes and objectives are clearly understood before entering the development pipeline.
• Translate business requirements into clearly written, development-ready user stories, acceptance criteria, and process maps in line with the agreed product roadmap.
• Own and maintain the requirements backlog for the product domain, keeping stories refined, prioritised, and ready for sprint intake in collaboration with the Product Owner.
• Support the Sprint Intake Review by ensuring stories are sufficiently detailed and acceptance criteria are agreed before development begins.
• Coordinate and actively participate in functional testing and UAT, validating that developed functionality meets the defined acceptance criteria and business outcome.
• Act as a liaison between the business and QA function to ensure test cases are aligned to requirements and that business stakeholders are engaged in sign-off activities.
• Identify and document scope changes, risks, and dependencies, escalating to the Delivery Manager and Product Owner where appropriate.
• Contribute to Release Readout sessions, supporting communication of what has been delivered and gathering feedback for continuous improvement.
• Maintain clear and accurate requirements documentation throughout the project lifecycle, ensuring traceability from requirement through to delivery.
• Support the ITSM Product Owner in refining the ITSM/ITOM/ITAM/SAM roadmap by providing detailed requirements context for incoming demand.
• Document and optimise IT service management processes — including Incident, Problem, Change, Request, and Asset workflows — ensuring alignment to ServiceNow best practice and ITIL principles.
• Engage with IT operations stakeholders to understand service desk and operations pain points, translating these into platform improvements.

Skills

Business Analysis

Requirements elicitation

Workshop facilitation

Stakeholder management

User stories writing

Agile methodologies

Tools

ServiceNow ITSM

Jira

Azure DevOps

Job description

NTT DATA is seeking a ServiceNow Business Analyst (ITSM) to join the ServiceNow Practice, embedded with product teams and working with the Product Owner, Delivery Manager and development team.

You will translate business needs into development stories, manage the requirements backlog, support testing and sign-off, and help refine ITSM/ITOM/ITAM/SAM roadmaps while aligning with ITIL principles.