ServiceNow Business Analyst

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

Job summary

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

You will translate priorities into clear requirements, run workshops and collaborate 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 in a similar role.
• 2-3 years of experience working on ServiceNow implementations with ITSM.
• Experience across several domains such as CSM, IRM/GRC, CMDB/CSDM – a strong plus.
• Strong requirements gathering, process analysis, and user story writing.
• Experience supporting UAT and business validation.
• Experience in greenfield platform implementations or transformation programs.
• Excellent stakeholder management and workshop facilitation.
• Clear written and verbal communication.
• Ability to work across business, product, architecture and delivery teams.
• ServiceNow CSA – preferred
• iTIL Foundation – preferred
• Experience with Jira, Azure DevOps, Confluence, Visio or Lucidchart – preferred

Responsibilities

• gather, analyze and document business requirements 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 and process flows
• support transformation of processes to the ServiceNow platform
• perform OOTB fit-gap analysis and challenge unnecessary customization
• identify opportunities to standardize, simplify, redesign, phase or retire processes
• work with Product Owner on backlog refinement and prioritization
• align requirements with Platform Architect and guardrails
• support testing and UAT with scenarios and defect clarity
• maintain traceability, assumptions and current/future-state maps

Skills

Business Analysis

ServiceNow

ITSM

CSM

OCM

Workshop facilitation

Stakeholder management

SDLC

Documentation

Cross-functional collaboration

Tools

Jira

Azure DevOps

Confluence

Visio

Lucidchart

Job description

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