Position Summary
The ServiceNow Business Analyst is responsible for capturing business requirements, translating them into functional specifications, and supporting the design and enhancement of ServiceNow solutions. This role partners closely with process owners, technical teams, and stakeholders to ensure that platform capabilities align with organizational needs and drive process improvement. The ideal candidate combines strong analytical skills, process knowledge, and hands-on experience with the ServiceNow platform.
Key Responsibilities
Business Analysis & Requirements
- Engage with business stakeholders to gather, analyze, and document detailed business requirements, user stories, and acceptance criteria.
- Translate business needs into clear functional specifications and workflow designs for ServiceNow enhancements or new modules.
- Facilitate workshops, requirements sessions, and process mapping activities.
ServiceNow Solution Support
- Collaborate with ServiceNow developers and architects to validate proposed solutions and ensure alignment with best practices.
- Support configuration activities by providing necessary documentation, clarifying requirements, and performing functional validation.
- Assist in the creation and maintenance of ServiceNow workflows, forms, business rules, and other platform components (non-technical contribution).
Testing & Quality Assurance
- Develop test plans, test cases, and support UAT (User Acceptance Testing).
- Validate solutions against requirements to ensure quality and functionality.
- Identify, document, and track defects or enhancements.
Process Improvement & Governance
- Evaluate current processes and propose improvements leveraging ServiceNow capabilities.
- Ensure platform configurations follow organizational standards, governance, and ServiceNow best practices.
- Maintain process documentation, knowledge articles, and training materials for end users.
Stakeholder Management
- Act as the primary liaison between technical teams and business stakeholders.
- Communicate project progress, risks, and issues effectively.
- Provide support for change management activities and user onboarding.
Qualifications
Required
- 3–5+ years of experience as a Business Analyst, ideally with direct ServiceNow involvement.
- Strong understanding of ITSM frameworks (e.g., ITIL).
- Experience working in Agile/Scrum environments.
- Ability to create process documentation, workflow diagrams, and functional specifications.
- Excellent communication, critical thinking, and problem-solving skills.
Preferred
- ServiceNow CSA, ITSM, or other module certifications.
- Experience with multiple ServiceNow modules (ITSM, CSM, HRSD, ITOM, etc.).
- Experience with enterprise service management or digital workflow automation.
- Familiarity with reporting, dashboards, and data modeling within ServiceNow.
Competencies
- Analytical mindset with strong attention to detail.
- Collaborative working style with cross-functional teams.
- Ability to manage competing priorities and meet deadlines.
- Strong stakeholder engagement and facilitation skills.
Looking to make an IMPACT with your career
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and inclusion is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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