ServiceNow Business Analyst – Strategic Portfolio Management (SPM) Implementation

Role: Business Analyst – ServiceNow Strategic Portfolio Management (SPM) Implementation + Enterprise Architecture (EA)

Function: IT

Location: Remote working on CET Time Zone

Only Immediate Joiners

Mission

The Client Group's IT & Digital (ITD) drives a global portfolio of initiatives designed to deliver business value through technology and data driven portfolio governance.

The Business Analyst for SPM & EA Project Implementation plays a critical role in the rollout, optimization, and adoption of the ServiceNow Strategic Portfolio Management (SPM) and Enterprise Architecture (EA) modules across the organization.

This role bridges business needs with system capabilities—capturing requirements, supporting configuration, validating end to end processes, and ensuring SPM and EA features (such as Demand, Project, Resource, Financial, and Portfolio Management) are implemented effectively.

Reporting to the Program Lead, the Business Analyst supports the entire implementation lifecycle while aligning ServiceNow SPM & EA functionality with governance, reporting, and operational standards.

Key Accountabilities

Serve as the primary liaison between business stakeholders, PMOs, tool owners, and technical teams to capture and document requirements for ServiceNow SPM & EA.

Ensure SPM & EA design and configuration accurately reflect business processes around demand intake, project execution, resource planning, financial tracking, and portfolio governance.

Support the Product Owner in planning and prioritizing the SPM & EA backlog, ensuring alignment with organizational strategy and change management standards.

Conduct process mapping, gap analysis, and future state design to align ways of working with ServiceNow SPM & EA best practices.

Lead or support validation of system changes including user acceptance testing (UAT), data validation, workflow testing, and regression cycles.

Contribute to enhancements, integrations, and reporting improvements across ServiceNow and related portfolio management tools (e.g., Clarity, Power BI, SharePoint).

Ensure data quality, consistency, and governance across all SPM & EA modules (including audit, reporting, and compliance).

Drive user adoption by supporting training, onboarding, preparing user guides, and developing SOPs for user communities.

Act as a key contributor to continuous improvement initiatives and system maturity evolution.

Goals and deliverables

Key Responsibilities

• Analyze and map AS IS processes.
• Gather, analyze, and document business requirements for SPM & EA modules including:
• Demand Management
• Project & Program Management
• Resource Management
• Financial Management
• Portfolio Planning
• Agile/Hybrid Planning (if applicable)
• Translate requirements into detailed functional specifications for configuration and development teams.
• Support governance processes such as prioritization, intake workflows, approval paths, and portfolio reporting.
• Ensure system changes follow the ITD change management process and are tested and documented properly.
• Maintain requirement traceability to ensure alignment between business needs and delivered SPM functionality.
• Create and maintain documentation including process flows, role definitions, training materials, and release notes.
• Facilitate workshops and stakeholder sessions to validate processes, capture feedback, and ensure stakeholder alignment.
• Monitor system usage, identify adoption gaps, and propose improvements to enhance user experience and data quality.

Work Experience

• 8+ years of experience in Business Analysis, IT Systems Implementation, or Portfolio/Project Management within a global organization.
• Hands-on experience implementing or supporting ServiceNow SPM / EA/ ITBM modules (Demand, Project, Resource, Financial, Portfolio, etc.) is an advantage.
• Proven ability to translate business processes into functional system requirements.
• Experience conducting UAT, system validation, and process documentation.
• Familiarity with enterprise projects and portfolio management frameworks.
• Experience working with both business and technical stakeholders (PMOs, architects, developers, and tool administrators).
• Experience with reporting and data visualization tools (e.g., Power BI) is an advantage.

Education & Certifications

• Degree in Business, Information Systems, IT, Data Analytics, or a related discipline.
• ServiceNow certifications (SPM/ITBM Fundamentals or Implementer) are a strong plus.
• Business Analysis certification (CBAP, CCBA, Agile BA) is an advantage.
• Project Management certification (PMP, PRINCE2, PMI ACP) is a plus.
• Fluent in English (Expert level); additional European languages are an advantage.