In the scope of two large ServiceNow CSM/ITSM transformation projects we are looking to strengthen our ServiceNow functional team with an experienced business analyst specialized in ServiceNow CSM and ITSM.In this role you:Act as the link between internal customers and the external vendor in charge of the project implementation and will work with other business analysts.Deliverables we expect:- Gathering, analyzing and reviewing internal customer requirements, helping to maintain a backlog in collaboration with the external vendor and other Product Owners / Business Analysts.- Helping review each demand in relation to the platform out of the box features and guarantee that if a change is necessary ServiceNow best practices are followed or an alternative solution is proposed.- Providing guidance on process evolutions and platform capabilities.- Keeping up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team.- Working in autonomy on their perimeter, involving developers,



peers and management when required.- Helping organize UATs, and working on building and updating key test scenarios together with the external vendor.- Proposing improvement actions on their functional perimeter.- Helping drive functional workshops with the end users, assisting the vendor and the internal stakeholders and ensures key topics are addressed.The adecuado candidate- 4+ years Hands-on experience in the Business Analyst / Product Manager / Product Owner role on the Servicenow platform.- Extensive knowledge and hands on experience of :- CSM (Case Management and related processes, CSM Portal)- ITSM (incident, request)- Good knowledge if ITIL- Experience of large transformation projects is a plus- Experience in (co)leading workshops, preparing and running demos.- Excellent written / oral communication skills in English. Ability to adapt the communication to the audience.- Excellent interpersonal skills, positive attitud

📌 Snow (Csm/Itsm) Business Analyst (Madrid)
🏢 Asenium
📍 Madrid