ServiceNow Business Analyst

About the role

Join Erste Digital as a ServiceNow Business Analyst and help shape digital workflows that improve employee experience, operational efficiency, and service delivery. You will work closely with business stakeholders, product owners, and technical teams to drive innovation on the ServiceNow platform.

Key responsibilities

• Collaborate with business stakeholders and technical teams to understand challenges and define ServiceNow solutions.
• Elicit, analyze, document, and validate business and functional requirements.
• Translate requirements into user stories, functional specifications, and process designs.
• Act as a trusted advisor, guiding stakeholders toward ServiceNow best practices and scalable solutions.
• Support projects throughout the full lifecycle, from concept and requirements through testing, deployment, and adoption.
• Coordinate and support user acceptance testing and solution validation activities.

Required profile

• 5+ years of recent experience as a Business Analyst working with ServiceNow.
• Strong expertise in ServiceNow ITSM, Employee Center, Workspaces, and Platform Analytics.
• Proven ability to bridge business and technical teams and build strong stakeholder relationships.
• Excellent analytical, problem‑solving, and communication skills.
• Experience designing and improving workflows through catalog items, automation, and digital process optimization.
• Knowledge of CMDB concepts and their role in service management.
• Experience working in Agile and Scrum environments.

Required skills

• ServiceNow ITSM
• ServiceNow Employee Center
• ServiceNow Workspaces
• ServiceNow Platform Analytics
• CMDB
• Agile methodology
• Scrum framework

What we offer

• Competitive performance‑related salary (minimum EUR 3,000 gross per month).
• Health care benefits, including medical examinations and a helpline.
• Work‑life balance initiatives such as sabbatical, paternity leave, extra holidays, and a MultiSport card.
• Employee Referral Program with rewards for successful hires.
• Access to an international community of talented and passionate colleagues.