ServiceNow Business Analyst

About the Position

We are seeking a ServiceNow Business Analyst to support the rollout and ongoing evolution of a greenfield ServiceNow platform and the transformation of service management capabilities at SIX. This is not a short-term or single-module role. It is a platform-focused position supporting the design and delivery of ServiceNow across multiple domains over time. The Business Analyst will work closely with the Product Owner, Platform Architect, and business stakeholders to translate prioritized demand into clear, structured requirements, ensuring solutions are scalable, OOTB-first, and aligned with the long-term platform vision.

Responsibilities

• Gather, analyze, and document business and functional requirements in collaboration with stakeholders across ITSM, CSM, CMDB/CSDM, IRM/GRC, and HRSD.
• Run workshops to understand current-state processes, pain points, dependencies, and future-state needs.
• Translate business requirements into user stories, acceptance criteria, process flows, and supporting documentation.
• Support the transformation of processes from legacy tools and practices into the ServiceNow platform.
• Perform OOTB fit-gap analysis and challenge unnecessary customization early.
• Identify opportunities to standardize, simplify, redesign, phase, or retire processes.
• Work closely with the Product Owner on backlog refinement and scope clarification.
• Work closely with the Platform Architect to ensure requirements align with the target-state design and platform guardrails and do not introduce unnecessary customization.
• Support testing and UAT by preparing scenarios, clarifying defects, and validating business outcomes.
• Maintain documentation including traceability, assumptions, decisions, and current-state and future-state process maps.

Requirements

• 3-5 years of experience as a Business Analyst or in a similar role.
• 2-3 years of experience working on ServiceNow implementations or ServiceNow-enabled transformations, with solid understanding and hands-on experience with ITSM.
• Experience across several domains such as CSM, IRM / GRC, CMDB / CSDM - a strong plus.
• Strong experience in requirements gathering, process analysis, user story writing, and functional documentation within SDLC environments.
• Experience documenting current-state and future-state processes.
• Experience supporting UAT and business validation.
• Experience in greenfield platform implementations or transformation programs.
• Experience working in cross-functional environments and with platform governance and organizational change management (OCM).
• Strong business analysis and process mapping skills.
• Good understanding of ServiceNow platform concepts and workflow-based solutions.
• Ability to translate ambiguous demand into clear, structured requirements.
• Strong stakeholder management and workshop facilitation skills.
• Clear written and verbal communication.
• Ability to work across business, product, architecture, and delivery teams.

Nice to Have

• ServiceNow CSA - preferred.
• ITIL Foundation - preferred.
• Experience with tools such as Jira, Azure DevOps, Confluence, Visio, or Lucidchart - preferred.

We Offer

• Flexible Work Models: We trust our employees and offer a work environment that is well-balanced, productive, and fosters success.
• Personal Development: You will benefit from a culture of continuous learning and feedback. Your personal growth is supported through an extensive learning offering.
• Agile Working Methods: Whether through scrum or design thinking, we solve exciting tasks together in teams.

About the Company

What sets us apart drives us ahead: between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value bright minds and inspire them to grow with their ideas. Come and shape the future of finance with us.

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For this vacancy, we only accept direct applications.

Diversity is important to us. Therefore, we are looking to receive applications regardless of any personal background.