Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. The ServiceNow Business Analyst (ITSM specialism) is a key member of the NTT DATA ServiceNow Practice, embedded within a product domain and working closely with the Product Owner, Delivery Manager, and development team.

The role is responsible for gathering, translating, and managing business requirements through the full delivery lifecycle — from stakeholder workshops through to development story creation, testing coordination, and release sign-off. The BA acts as the bridge between business stakeholders and technical delivery, ensuring that what is built accurately reflects the outcomes the business needs and aligns to the product roadmap. Lead and facilitate workshops with business stakeholders to elicit, capture, and validate requirements, ensuring outcomes and objectives are clearly understood before entering the development pipeline.

Translate business requirements into clearly written, development‐ready user stories, acceptance criteria, and process maps in line with the agreed product roadmap. Coordinate and actively participate in functional testing and UAT, validating that developed functionality meets the defined acceptance criteria and business outcome. Act as a liaison between the business and QA function to ensure test cases are aligned to requirements and that business stakeholders are engaged in sign‐off activities.





Maintain clear and accurate requirements documentation throughout the project lifecycle, ensuring traceability from requirement through to delivery. Document and optimise IT service management processes — including Incident, Problem, Change, Request, and Asset workflows — ensuring alignment to ServiceNow best practice and ITIL principles. Engage with IT operations stakeholders to understand service desk and operations pain points, translating these into platform improvements.

Proven experience as a Business Analyst in an enterprise IT or digital transformation environment.

Experience writing high‐quality user stories and acceptance criteria for agile development teams. Ability to coordinate and support testing activities, including defining test scenarios, coordinating UAT, and managing sign‐off processes. Excellent communication and documentation skills — able to translate complex business needs into clear, actionable requirements.

Comfortable working in a fast‐paced, agile delivery environment with multiple concurrent workstreams. Demonstrable experience working on ServiceNow ITSM implementations or enhancements, with a solid understanding of ITSM, ITOM, ITAM, or SAM modules.



Familiarity with ITIL frameworks and how they translate into ServiceNow configuration.

Experience engaging with IT operations teams, service desk functions, or technology stakeholders as part of requirements gathering. ServiceNow Certified System Administrator (CSA) or relevant product certification. Familiarity with Now Create methodology or ServiceNow implementation best practice.

Experience with Agile tools such as Jira, Azure DevOps, or ServiceNow Agile Development. Outcome‐focused — driven by business value, not just task completion. Collaborative — builds trust with business stakeholders and delivery teams alike. Detail‐oriented — takes pride in the quality and accuracy of requirements and documentation.

Hybrid Working

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune General 100. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‐scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 70 countries. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.; NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.

Join our growing global team and accelerate your career with us.

📌 ServiceNow Business Analyst: ITSM (Madrid)
🏢 NTT DATA
📍 Madrid