Business Analyst - CSM (f/m/x)

Sii Poland; Bydgoszcz; On-site; PLN 110,000 - 170,000; Full time

Benefits offered by this job

Great Place to Work

Solid financial situation

Contracts with the biggest brands

Centre of internal trainings

Many experts you can learn from

Open and accessible management team

Profit sharing

Passion Sponsorship program

Regular integration events and trips

Comfortable and well-equipped offices

MySii app

Medical care

Job summary

Sii Poland is seeking an experienced Business Analyst specializing in ServiceNow CSM to support a Customer Service Management project for an international healthcare client. The role focuses on gathering requirements, translating needs into user stories, and refining the backlog within an Agile delivery context.

You will collaborate with Product Owners, Solution Architects, and Developers, model business processes, and contribute to documentation, testing, and deployment to ensure successful

Qualifications

• Minimum 4 years of experience as a Business Analyst or in a similar role.
• Strong knowledge of ServiceNow, particularly Customer Service Management.
• Solid understanding of Agile delivery methodologies.
• Strong requirements gathering and analysis skills.
• Ability to create user stories and manage product backlogs.
• Knowledge of business process modelling and functional design.
• Experience facilitating stakeholder workshops and requirement sessions.
• Excellent communication skills and the ability to manage stakeholder relations.
• Ability to collaborate with both business and technical teams; English proficiency; international environment.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow CSM initiatives.
• Translate business needs into clear user stories and functional specifications.
• Support backlog refinement, prioritization, and requirements management activities.
• Facilitate workshops and discussions with business and technical stakeholders.
• Collaborate with Product Owners, Solution Architects, and Developers throughout delivery lifecycle.
• Analyze and model business processes to support solution design.
• Prepare and maintain functional documentation.
• Support testing, deployment, and user adoption activities.

Skills

ServiceNow CSM

BA experience

Agile delivery

Requirements gathering

User stories & backlog

Business process modelling

Stakeholder workshops

Communication skills

English proficiency

Job description

We are seeking an experienced Business Analyst specializing in ServiceNow CSM to support a Customer Service Management project for our client, an international healthcare company.

Your tasks

• Gather, analyze, and document business requirements for ServiceNow CSM initiatives
• Translate business needs into clear user stories and functional specifications
• Support backlog refinement, prioritization, and requirements management activities
• Facilitate workshops and discussions with business and technical stakeholders
• Collaborate closely with Product Owners, Solution Architects, and Developers throughout the delivery lifecycle
• Analyze and model business processes to support solution design
• Prepare and maintain functional documentation
• Support testing, deployment, and user adoption activities

Requirements

• Minimum 4 years of experience as a Business Analyst or in a similar role
• Strong knowledge of ServiceNow, particularly Customer Service Management
• Solid understanding of Agile delivery methodologies
• Strong requirements gathering and analysis skills
• Ability to create user stories and manage product backlogs
• Knowledge of business process modelling and functional design
• Experience facilitating stakeholder workshops and requirement sessions
• Excellent communication skills and the ability to manage stakeholder relations
• Ability to collaborate effectively with both business and technical teams
• Professional proficiency in English and the ability to work in an international environment

Benefits For You

• Great Place to Work
• Solid financial situation
• Contracts with the biggest brands
• Centre of internal trainings
• Many experts you can learn from
• Open and accessible management team
• Profit sharing
• Passion Sponsorship program
• Regular integration events and trips
• Comfortable and well-equipped offices
• MySii app
• Medical care