ServiceNow Business Analyst

SIX Group; Poland; On-site; PLN 120,000 - 180,000; Full time

Job summary

SIX Group in Warsaw is seeking a ServiceNow Business Analyst to support the rollout and ongoing evolution of a greenfield ServiceNow platform and the transformation of service management capabilities across ITSM, CSM, CMDB/CSDM, and HRSD.

The role requires translating prioritized demand into clear, structured requirements and working with the Product Owner and Platform Architect to ensure scalable, OOTB-first solutions aligned with the long-term platform vision.

Qualifications

• 3–5 years of experience as a Business Analyst or similar role.
• 2–3 years on ServiceNow implementations or ServiceNow-enabled transformations.
• Experience across multiple ServiceNow domains (ITSM, CSM, CMDB/CSDM, IRM/GRC, HRSD) preferred.
• Strong requirements gathering, process analysis and functional documentation skills.
• Experience supporting UAT and business validation.
• Greenfield platform implementations or transformation programs experience.

Responsibilities

• Gather, analyze and document business and functional requirements with stakeholders.
• Run workshops to understand current and future state needs.
• Translate requirements into user stories and acceptance criteria.
• Support transformation of processes into the ServiceNow platform.
• Perform OOTB fit‑gap analysis and challenge unnecessary customization.
• Identify opportunities to standardize and simplify processes.
• Collaborate with Product Owner on backlog refinement and priorities.
• Align requirements with Platform Architect and governance to avoid over-customization.
• Support testing and UAT with scenario prep and defect clarification.
• Maintain traceability and current/future state process maps.

Skills

ServiceNow

Business Analysis

Stakeholder Management

Workshop Facilitation

Requirements Gathering

SDLC

Jira

Azure DevOps

Confluence

Visio

Lucidchart

ITIL Foundation

ServiceNow CSA

Tools

Jira

Azure DevOps

Confluence

Visio

Lucidchart

Job description

What sets us apart drives us ahead: between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value bright minds and inspire them to grow with their ideas. Come and shape the future of finance with us.

ServiceNow Business Analyst

Warsaw | Hybrid model | Reference 7870

We are looking for a ServiceNow Business Analyst to support the rollout and ongoing evolution of a greenfield ServiceNow platform and the transformation of service management capabilities at SIX. This is not a short-term or single-module role. It is a platform-focused position supporting the design and delivery of ServiceNow across multiple domains over time. The Business Analyst will work closely with the Product Owner, Platform Architect and business stakeholders to translate prioritized demand into clear, structured requirements, ensuring solutions are scalable, OOTB‑first and aligned with the long‑term platform vision.

Scope

The role supports requirements and process design across several ServiceNow domains within a greenfield platform context, including: ITSM - must CSM - preferred CMDB/CSDM - preferred IRM/GRC - preferred HRSD - preferred. The candidate does not need to be equally strong across all domains. Experience in several areas is sufficient.

What You Will Do

• Gather, analyze and document business and functional requirements in collaboration with stakeholders across ITSM, CSM, CMDB/CSDM, IRM/GRC and HRSD.
• Run workshops to understand current‑state processes, pain points, dependencies and future‑state needs.
• Translate business requirements into user stories, acceptance criteria, process flows and supporting documentation.
• Support the transformation of processes from legacy tools and practices into the ServiceNow platform.
• Perform OOTB fit‑gap analysis and challenge unnecessary customization early.
• Identify opportunities to standardize, simplify, redesign, phase or retire processes.
• Work closely with the Product Owner on backlog refinement, scope clarification and prioritization.
• Work closely with the Platform Architect to ensure requirements align with the target‑state design and platform guardrails and do not introduce unnecessary customization.
• Support testing and UAT by preparing scenarios, clarifying defects and validating business outcomes.
• Maintain documentation including traceability, assumptions, decisions and current‑state and future‑state process maps.

What You Bring

• 3-5 years of experience as a Business Analyst or in a similar role.
• 2-3 years of experience working on ServiceNow implementations or ServiceNow‑enabled transformations, with solid understanding and hands‑on experience with ITSM.
• Experience across several domains such as CSM, IRM/GRC, CMDB/CSDM – a strong plus.
• Strong experience in requirements gathering, process analysis, user story writing and functional documentation within SDLC environments.
• Experience documenting current‑state and future‑state processes.
• Experience supporting UAT and business validation.
• Experience in greenfield platform implementations or transformation programs.
• Experience working in cross‑functional environments and with platform governance and organizational change management (OCM).
• Strong business analysis and process mapping skills.
• Good understanding of ServiceNow platform concepts and workflow‑based solutions.
• Ability to translate ambiguous demand into clear, structured requirements.
• Strong stakeholder management and workshop facilitation skills.
• Clear written and verbal communication.
• Ability to work across business, product, architecture and delivery teams.
• ServiceNow CSA – preferred.
• ITIL Foundation – preferred.
• Experience with tools such as Jira, Azure DevOps, Confluence, Visio or Lucidchart – preferred.

For this vacancy we only accept direct applications.

Diversity is important to us. Therefore, we are looking to receiving applications regardless of any personal background.

What We Offer

Flexible Work Models

We trust our employees and offer a work environment that is well-balanced, productive and fosters success.

Personal Development

You will benefit from a culture of continuous learning and feedback. Your personal growth is supported through an extensive learning offering.

Agile Working Methods

Whether through scrum or design thinking, we solve exciting tasks together in teams.