Servicenow BA

About the Company

Getronics is dedicated to providing innovative IT solutions that enhance business processes and improve customer experiences. Our mission is to deliver exceptional service and support, fostering a culture of collaboration and continuous improvement.

About the Role

The ServiceNow Business Analyst will act as the main link between our customers and our technical team. They will be responsible for listening to customer needs, defining the requirements for new ServiceNow features, and helping to build solutions that make Getronics IT support processes smoother and more efficient. The main focus will be on the ITSM module and the Service Operations Workspace.

Responsibilities

Solution Design & Documentation:

• Collaborate with ServiceNow Developers and Admins to design solutions that meet business requirements while following the platform best practices.
• Create detailed process diagrams, stories, and mockups to effectively communicate design ideas to both technical and non-technical audiences.
• Document our current IT support processes and then design improved, more efficient future processes for incidents, problems, changes, and knowledge.

ServiceNow Expertise (ITSM & SOW):

• Hands-on experience working with ServiceNow ITSM capabilities and the Service Operations Workspace (SOW).
• Configure and demo out of the box functionality and prototypes to stakeholders to validate requirements and design approaches.
• Analyze and recommend how to best leverage SOW to improve desk agent productivity and streamline service operations.

Project & Agile:

• Work within an Agile/Scrum framework, actively participating in sprint planning, daily stand-ups, and sprint reviews.
• Manage and prioritize the product backlog, ensuring user stories are well defined and ready for development.
• Support User Acceptance Testing (UAT) by developing test cases, coordinating testing with business users, and validating that delivered features meet requirements.

Communication:

• Provide regular updates on project status, demos, and key decisions to project sponsors and stakeholders.
• Act as a bridge between the business and technical teams, ensuring clear communication and alignment throughout the development lifecycle.

Qualifications

• 3+ years of experience as a Business Analyst.
• Hands-on experience with the ServiceNow platform, specifically the ITSM module (Incident, Request, Change).
• Direct experience working with the Service Operations Workspace (SOW).
• Proven ability to gather requirements and write clear user stories.
• Excellent communication and interpersonal skills.
• ServiceNow Certified Implementation Specialist - IT Service Management (CIS - ITSM).

Required Skills

• 3+ years of experience as a Business Analyst.
• Hands-on experience with the ServiceNow platform, specifically the ITSM module (Incident, Request, Change).
• Direct experience working with the Service Operations Workspace (SOW).
• Proven ability to gather requirements and write clear user stories.
• Excellent communication and interpersonal skills.
• ServiceNow Certified Implementation Specialist - IT Service Management (CIS - ITSM).

Preferred Skills

• ServiceNow Certified System Administrator (CSA) certification.
• Experience working with Now Assist, Task Intelligence.