ServiceNow Business Analyst

Overview

Alldus is currently working with a Global Elite ServiceNow Partner seeking to hire an experienced ServiceNow Business Analyst to join their growing team in Germany on a permanent basis.

This is an exciting opportunity to work on large-scale digital transformation projects, helping customers improve both customer and employee experiences through ServiceNow. The role will focus on CSM, HRSD, Employee Experience, and AI-powered service solutions.

The ideal candidate will have experience gathering business requirements, leading workshops, and translating customer needs into effective ServiceNow solutions while supporting the adoption of AI-driven workflows and automation.

Responsibilities

• Analyse, gather, and document business requirements focused on ServiceNow CSM and HRSD processes
• Facilitate customer workshops and support process definition, optimisation, and fit-gap analysis (As-Is / To-Be)
• Translate business requirements into functional and technical ServiceNow solution designs
• Support the implementation of CSM, HRSD, and Employee Experience solutions
• Identify opportunities for AI-powered automation, self-service, virtual agents, and intelligent workflow solutions
• Contribute to AI-native and agent-based workflow design within the ServiceNow platform
• Support testing, user acceptance activities, go-live planning, and hypercare phases
• Collaborate with project teams and stakeholders to ensure successful project delivery
• Contribute to ServiceNow best practices and knowledge sharing across the organisation

Requirements

• Experience working as a Business Analyst or Consultant within the ServiceNow ecosystem
• ServiceNow certification such as CSA, CIS-HRSD, or similar
• Experience working with CSM and/or HRSD
• Strong understanding of business process analysis, process modelling, and workflow design
• Experience working within Agile, Scrum, Waterfall, or Hybrid delivery environments
• Interest in or exposure to Artificial Intelligence, automation, and digital transformation initiatives
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Fluent German and strong English language skills

Preferred Experience

• Experience supporting Public Sector, Utilities, or Energy customers
• Exposure to regulated or complex service environments
• Knowledge of AI-driven service processes, virtual agents, and intelligent automation
• Experience contributing to Employee Experience transformation initiatives