Nederlands 
About this job
Key facts
Job Title
Business Analyst - ServiceNow ITSM & AI
Role type
Contract
Start date
ASAP
Remote friendly
Yes
Location
Amsterdam, North Holland, Netherlands
Salary
Negotiable €
ServiceNow Business Analyst (ITSM & AI)
Location | Hours | Contract | Languages
Location: Amsterdam (Hybrid)
Hours: 40 hours per week
Contract: 6-Month Contract Assignment (with potential extension)
Language: English
Hours: 40 hours per week
Contract: 6-Month Contract Assignment (with potential extension)
Language: English
About the Role
We are looking for an experienced ServiceNow Business Analyst to join a leading international organisation undergoing significant transformation across its IT Service Management landscape.
Working closely with Product Managers, Engineers, Architects and operational stakeholders, you will play a key role in translating business needs into delivery-ready requirements that support ServiceNow ITSM and AI-enabled Service Management initiatives.
This position combines traditional Business Analysis with process improvement, stakeholder management and emerging AI capabilities. You will help drive the adoption of ServiceNow solutions, improve employee experiences and ensure engineering teams receive clear, actionable requirements that enable efficient delivery.
What You'll Do
Discovery & Business Analysis
- Facilitate workshops with business and operational stakeholders.
- Understand business objectives, challenges and service management pain points.
- Analyse current-state processes and define future-state solutions.
- Challenge assumptions and validate requirements before development begins.
- Identify opportunities to simplify and optimise existing workflows.
Requirements Management
- Translate business needs into clear, structured and delivery-ready requirements.
- Create epics, user stories and detailed acceptance criteria.
- Ensure requirements are measurable, testable and aligned with business objectives.
- Maintain traceability from business demand through implementation.
- Support backlog refinement and prioritisation activities.
ServiceNow ITSM Improvement
- Analyse and improve Incident, Request, Change, Problem and Knowledge Management processes.
- Identify opportunities to leverage automation and AI capabilities.
- Support the adoption of ServiceNow AI and productivity tools.
- Recommend scalable and reusable platform solutions.
- Promote best practices across IT Service Management processes.
Stakeholder Collaboration
- Build trusted relationships with business stakeholders, product teams and engineers.
- Facilitate workshops, requirement reviews and decision-making sessions.
- Clarify requirements throughout the delivery lifecycle.
- Manage requirement changes and stakeholder expectations.
- Communicate progress and recommendations effectively.
Delivery Support
- Partner with Product Managers and Engineering teams throughout delivery.
- Support sprint planning and backlog readiness activities.
- Assist with User Acceptance Testing preparation and validation.
- Ensure delivered solutions meet business expectations and intended outcomes.
Documentation & Governance
- Maintain high-quality documentation within Jira and Confluence.
- Produce process flows, business analysis artefacts and recommendations.
- Support governance and decision-making forums.
- Contribute to continuous improvement initiatives across the platform.
What You Bring
- Proven experience as a Business Analyst in Agile environments.
- Hands-on experience with ServiceNow ITSM.
- Strong workshop facilitation and stakeholder management skills.
- Expertise in requirements gathering, user stories and acceptance criteria.
- Experience documenting current-state and future-state business processes.
- Strong analytical and problem-solving capabilities.
- Excellent written and verbal communication skills.
- Experience working closely with Product Managers and Engineering teams.
- Ability to balance business needs with technical delivery requirements.
Nice-to-Have Skills
- ServiceNow Now Assist
- AI-enabled Service Management
- Enterprise Service Management (ESM)
- Employee Centre Pro
- ITIL Foundation certification
- BPMN Process Modelling
- ServiceNow Platform Administration knowledge
- Automation and workflow optimisation experience
Systems & Tools
- ServiceNow
- Jira
- Confluence
- Agile / Scrum Frameworks
- BPMN Modelling Tools
- Microsoft 365
What Success Looks Like
Within your first six months, you will:
- Deliver high-quality requirements that enable efficient engineering delivery.
- Improve backlog quality and requirement readiness.
- Facilitate discovery activities for priority initiatives.
- Contribute to AI and automation opportunities across Service Management.
- Create clear documentation of current and future-state processes.
- Strengthen stakeholder alignment around priorities and platform improvements.
- Help establish consistent Business Analysis practices across the ITSM product area.
Benefits & Perks
- Opportunity to work on large-scale ServiceNow transformation initiatives.
- Exposure to innovative AI-enabled service management solutions.
- Collaborative and international working environment.
- High-visibility role with significant stakeholder interaction.
- Opportunity to influence process improvement and platform strategy.
- Hybrid working environment.
Interested?
If you have strong ServiceNow ITSM experience, enjoy translating complex business problems into practical solutions and want to play a key role in AI-driven service transformation, we would love to hear from you.
Contact: Selcukhan Okay | Senior Recruitment Consultant | Amsterdam
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