Business Analyst ServiceNow for ITSM | Business Analyst (m/w/d) ServiceNow für ITSM

Job Summary

This role is ideal for a seasoned Business Analyst specializing in ServiceNow within the IT Service Management (ITSM) domain. The core responsibility involves analyzing and structuring requirements from both IT and non-IT departments, translating them into standard, feasible solutions primarily utilizing the ServiceNow platform. Day-to-day tasks include developing detailed User Stories, Use Cases, and precise acceptance criteria in close collaboration with the Product Owner and development team. You will be instrumental in creating and maintaining consistent process models (BPMN/UML) for Incident, Service Request, Problem, Change, Knowledge, and Service Catalog management, ensuring alignment with the ServiceNow implementation. Furthermore, you will plan and oversee testing concepts, User Acceptance Testing (UAT) scenarios, and final sign-offs leading up to Go-live. Success in this position requires deep knowledge of ITIL, agile methodologies (Scrum/Kanban), and strong communication skills in both German and English to facilitate training, documentation, and stakeholder alignment.