ITSM & ServiceNow Business Analyst – Discovery & AI

Salt Digital Recruitment

Amsterdam

On-site

EUR 55,000 - 75,000

Full time

13 days ago

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Job summary

Salt is seeking an experienced Business Analyst to support ITSM and ServiceNow Now Assist initiatives in Amsterdam. You will work with Product Management, Engineering and stakeholders to understand business needs, facilitate discovery, improve processes and translate requirements into delivery-ready work.

Key focus areas include process mapping, requirements gathering, backlog refinement, and collaboration on automation opportunities.

Qualifications

Proven Business Analyst experience in an enterprise environment.
Strong ServiceNow ITSM experience.
Excellent requirements gathering and process mapping skills.
Strong workshop facilitation and stakeholder management.
Experience with Jira and Confluence.
Agile delivery experience.
Strong analytical and communication skills.

Responsibilities

Facilitate discovery workshops and stakeholder discussions.
Gather, analyse and document business requirements.
Document current- and future-state processes and identify improvements.
Create epics, user stories and acceptance criteria.
Support backlog refinement, sprint planning and delivery.
Analyse ITSM processes including Incident, Request, Change, Problem and Knowledge Management.
Identify opportunities for automation and AI-enabled Service Management.
Support adoption of Now Assist and standard ServiceNow capabilities.
Work closely with Engineering to clarify requirements and validate solutions.
Maintain Jira, Confluence and Business Analysis documentation.
Support governance, UAT and continuous improvement.