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 : o CSM (Case Management and related processes, CSM Portal) o 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 ski

📌 SNOW (CSM/ITSM) Business Analyst (Comunidad de Madrid)
🏢 Asenium
📍 Comunidad de Madrid