Analyze IT business needs
Define and document target ITSM processes
Support their implementation in ServiceNow, from scoping through to production deployment and functional acceptance
Collect and analyze requested changes to ITSM processes
Facilitate business workshops (Incident, Request, Change, CMDB, Knowledge)
Perform gap analyses between the current state (tools/processes) and the target ServiceNow ITSM solution
Write functional specifications, user stories, and acceptance criteria
Collaborate with ServiceNow delivery teams (architects, developers)
Monitor developments and participate in Agile rituals
Prepare and execute functional tests (UAT) and business acceptance testing
Support go-live activities and change management
Produce functional documentation and user support materials
Propose continuous improvements for ITSM processes

Bachelor’s or Master’s degree in Computer Science, Information Systems, or Project Management (Bac+4/5)
Proven experience as a ServiceNow ITSM Business Analyst
Experience in a large enterprise or multi-entity environment is a plus
Desirable certifications: ServiceNow Certified System Administrator (CSA), ServiceNow CIS – ITSM, ITIL Foundation
Excellent written and verbal communication skills
Strong analytical skills and attention to detail
Ability to work in cross-functional and Agile environments

27 days annual leave + 10 RTT days (reduction of working time)
Meal vouchers: €9 value (60% covered by Inetum)
Individualized career follow-up: regular support from your manager, technical lead or project manager throughout the year in addition to annual and professional reviews
Personalized onboarding: mentorship, designated contact, and team introductions to help you get familiar with the company values
Flexible remote work agreement: 2 to 3 days per week depending on the client
70% coverage of public transport costs for professional travel
Generous training policy: technical and functional training and certifications, testing, methodology and project management, personal development
Opportunity to share your expertise as an expert: lead tech lunches, participate in technical meetups, speak at conferences, at schools or at events

Business Analyst – ServiceNow

Key skills