ServiceNow ITSM & AI Business Analyst (Hybrid – Amsterdam)
JPGray - Netherlands
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Benefits offered by this job
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
Tools
Job description
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
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