Business Analyst - ServiceNow ITSM & AI

JPGray - Netherlands; Amsterdam; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Large-scale ServiceNow projects

AI-enabled Service Management

International environment

Hybrid work

High visibility

Job summary

JPGray - Netherlands seeks an experienced ServiceNow Business Analyst to bridge business needs with ITSM delivery and AI-enabled enhancements. You will translate requirements for ServiceNow ITSM projects, work closely with product managers, engineers and stakeholders, and drive adoption of automated, scalable processes.

The role combines BA discipline with process improvement, governance and AI capabilities, ensuring clear, actionable requirements and successful outcomes across the ITSM

Qualifications

• Proven experience as a Business Analyst in Agile environments.
• Hands-on experience with ServiceNow ITSM.
• Strong workshop facilitation and stakeholder management skills.
• Expertise in requirements gathering, user stories and acceptance criteria.
• Experience documenting current-state and future-state business processes.
• Excellent written and verbal communication skills.

Responsibilities

• Facilitate workshops with business and operational stakeholders.
• Translate business needs into clear, structured requirements and acceptance criteria.
• Define future-state processes and validate requirements before development.
• Support backlog refinement and prioritisation activities.
• Analyse ITSM processes (Incident, Request, Change, Problem, Knowledge) and identify AI opportunities.
• Collaborate with Product Managers and Engineers throughout delivery.
• Produce Jira/Confluence artefacts and maintain documentation.

Skills

ServiceNow ITSM

Agile

Stakeholder management

Requirements gathering

Workshop facilitation

Communication

Tools

Jira

Confluence

BPMN Modelling Tools

Microsoft 365

Job description

ServiceNow Business Analyst (ITSM & AI)

Location | Hours | Contract | Languages

Location: Amsterdam (Hybrid)
Hours: 40 hours per week
Contract: 6-Month Contract Assignment (with potential extension)
Language: English

About the Role

We are looking for an experienced ServiceNow Business Analyst to join a leading international organisation undergoing significant transformation across its IT Service Management landscape.

Working closely with Product Managers, Engineers, Architects and operational stakeholders, you will play a key role in translating business needs into delivery-ready requirements that support ServiceNow ITSM and AI-enabled Service Management initiatives.

This position combines traditional Business Analysis with process improvement, stakeholder management and emerging AI capabilities. You will help drive the adoption of ServiceNow solutions, improve employee experiences and ensure engineering teams receive clear, actionable requirements that enable efficient delivery.

What You'll Do

Discovery & Business Analysis

• Facilitate workshops with business and operational stakeholders.
• Understand business objectives, challenges and service management pain points.
• Analyse current-state processes and define future-state solutions.
• Challenge assumptions and validate requirements before development begins.
• Identify opportunities to simplify and optimise existing workflows.

Requirements Management

• Translate business needs into clear, structured and delivery-ready requirements.
• Create epics, user stories and detailed acceptance criteria.
• Ensure requirements are measurable, testable and aligned with business objectives.
• Maintain traceability from business demand through implementation.
• Support backlog refinement and prioritisation activities.

ServiceNow ITSM Improvement

• Analyse and improve Incident, Request, Change, Problem and Knowledge Management processes.
• Identify opportunities to leverage automation and AI capabilities.
• Support the adoption of ServiceNow AI and productivity tools.
• Recommend scalable and reusable platform solutions.
• Promote best practices across IT Service Management processes.

Stakeholder Collaboration

• Build trusted relationships with business stakeholders, product teams and engineers.
• Facilitate workshops, requirement reviews and decision-making sessions.
• Clarify requirements throughout the delivery lifecycle.
• Manage requirement changes and stakeholder expectations.
• Communicate progress and recommendations effectively.

Delivery Support

• Partner with Product Managers and Engineering teams throughout delivery.
• Support sprint planning and backlog readiness activities.
• Assist with User Acceptance Testing preparation and validation.
• Ensure delivered solutions meet business expectations and intended outcomes.

Documentation & Governance

• Maintain high-quality documentation within Jira and Confluence.
• Produce process flows, business analysis artefacts and recommendations.
• Support governance and decision-making forums.
• Contribute to continuous improvement initiatives across the platform.

What You Bring

• Proven experience as a Business Analyst in Agile environments.
• Hands-on experience with ServiceNow ITSM.
• Strong workshop facilitation and stakeholder management skills.
• Expertise in requirements gathering, user stories and acceptance criteria.
• Experience documenting current-state and future-state business processes.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Experience working closely with Product Managers and Engineering teams.
• Ability to balance business needs with technical delivery requirements.

Nice-to-Have Skills

• ServiceNow Now Assist
• AI-enabled Service Management
• Enterprise Service Management (ESM)
• Employee Centre Pro
• ITIL Foundation certification
• BPMN Process Modelling
• ServiceNow Platform Administration knowledge
• Automation and workflow optimisation experience

Systems & Tools

• ServiceNow
• Jira
• Confluence
• Agile / Scrum Frameworks
• BPMN Modelling Tools
• Microsoft 365

What Success Looks Like

• Deliver high-quality requirements that enable efficient engineering delivery.
• Improve backlog quality and requirement readiness.
• Facilitate discovery activities for priority initiatives.
• Contribute to AI and automation opportunities across Service Management.
• Create clear documentation of current and future-state processes.
• Strengthen stakeholder alignment around priorities and platform improvements.
• Help establish consistent Business Analysis practices across the ITSM product area.

Benefits & Perks

• Opportunity to work on large-scale ServiceNow transformation initiatives.
• Exposure to innovative AI-enabled service management solutions.
• Collaborative and international working environment.
• High-visibility role with significant stakeholder interaction.
• Opportunity to influence process improvement and platform strategy.
• Hybrid working environment.