ServiceNow Business Analyst

Ernst & Young Advisory Services Sdn Bhd; Katowice; On-site; PLN 180,000 - 240,000; Full time

Job summary

A leading global professional services firm in Katowice is seeking an experienced ServiceNow Business Analyst to act as a liaison between clients and technical teams. In this role, you will lead requirement gathering sessions, analyze business processes, and ensure effective communication in English and German. The ideal candidate will have at least one year of experience in ServiceNow projects and strong stakeholder management skills, making this an ideal opportunity for those passionate about consulting and technology.

Benefits

Continuous learning opportunities

Flexible work environment

Diverse and inclusive culture

Qualifications

• Minimum 1 year of experience as a Business Analyst or similar role in IT/digital projects.
• Proven ability to lead business discussions, facilitate meetings, and engage with senior stakeholders.
• Strong consulting and advisory skills.

Responsibilities

• Lead and facilitate requirement gathering workshops with clients.
• Analyze and document business processes.
• Act as a trusted advisor throughout the project lifecycle.

Skills

Stakeholder management

Facilitation skills

Analytical skills

Communication skills

Education

Bachelor's degree in Business, IT, Computer Science

Job description

Overview

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY. EY GDS Poland, as part of EY's global service delivery network, is looking for an experienced ServiceNow Business Analyst to join our team supporting global enterprise clients across industries. In this role, you will act as a key liaison between our clients and technical teams, ensuring that business needs are accurately captured, analyzed, and translated into functional requirements for ServiceNow solutions. You will work closely with stakeholders, product owners, and delivery teams to drive requirement gathering workshops, process analysis, and solution validation activities. Knowledge of German is essential to support our international client engagements and ensure smooth communication in multilingual environments.

Responsibilities

• Lead and facilitate requirement gathering workshops with clients, ensuring business objectives, challenges, and pain points are well understood.
• Analyze and document business processes, identify opportunities for improvement, and translate them into clear, actionable requirements for the development team.
• Act as a trusted advisor and main point of contact for stakeholders throughout the project lifecycle.
• Collaborate with architects and developers to ensure that proposed ServiceNow solutions align with client expectations and business goals.
• Support user acceptance testing (UAT), solution validation, and change management activities.
• Prepare business documentation such as user stories, process flows, use cases, and acceptance criteria.
• Support delivery planning, backlog grooming, and sprint ceremonies as part of agile teams.
• Ensure smooth communication between client-side and delivery-side stakeholders, helping to bridge any gaps in understanding.

Skills and attributes for success

• Proven experience as a Business Analyst in ServiceNow projects (minimum 1 year).
• Strong stakeholder management and facilitation skills.
• Ability to analyze complex processes and requirements, and translate them into clear documentation and actionable tasks.
• Familiarity with ITIL processes and agile delivery frameworks.
• Excellent communication and interpersonal skills, able to work effectively in diverse, cross-functional, and remote teams.

To qualify for the role, you must have

• Minimum 1 year of experience as a Business Analyst or similar role in IT/digital projects, with mandatory experience on ServiceNow projects.
• Proven ability to lead business discussions, facilitate meetings, and engage with senior stakeholders.
• Strong consulting and advisory skills, able to challenge assumptions and propose value-adding improvements.
• Bachelor's degree in Business, IT, Computer Science, or related fields is preferred.

Ideally, you’ll also have

• Experience supporting ServiceNow implementations (ITSM, CMDB, CSM, or ITOM).
• Exposure to global delivery models and multilingual client environments.

What we look for

We seek motivated Business Analysts who are passionate about working at the intersection of business and technology, enjoy working closely with clients, and thrive in a dynamic, global environment. This role is ideal for someone looking to deepen their consulting skills in ServiceNow projects while contributing to impactful digital transformation initiatives.

If you are fluent in English and German, have a strong analytical mindset, and enjoy working in collaborative, client-facing roles, we encourage you to apply and join our growing team at EY GDS Poland

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

Policies

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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.