Business Analyst - CSM (f/m/x)

We are seeking an experienced Business Analyst specializing in ServiceNow CSM to support a Customer Service Management project for our client, an international healthcare company.

Your tasks

• Gather, analyze, and document business requirements for ServiceNow CSM initiatives
• Translate business needs into clear user stories and functional specifications
• Support backlog refinement, prioritization, and requirements management activities
• Facilitate workshops and discussions with business and technical stakeholders
• Collaborate closely with Product Owners, Solution Architects, and Developers throughout the delivery lifecycle
• Analyze and model business processes to support solution design
• Prepare and maintain functional documentation
• Support testing, deployment, and user adoption activities

Requirements

• Minimum 4 years of experience as a Business Analyst or in a similar role
• Strong knowledge of ServiceNow, particularly Customer Service Management
• Solid understanding of Agile delivery methodologies
• Strong requirements gathering and analysis skills
• Ability to create user stories and manage product backlogs
• Knowledge of business process modelling and functional design
• Experience facilitating stakeholder workshops and requirement sessions
• Excellent communication skills and the ability to manage stakeholder relations
• Ability to collaborate effectively with both business and technical teams
• Professional proficiency in English and the ability to work in an international environment

Job no. JOB-B7VKL

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Benefits For You

• Great Place to Work
• Solid financial situation
• Contracts with the biggest brands
• Centre of internal trainings
• Many experts you can learn from
• Open and accessible management team
• Profit sharing
• Passion Sponsorship program
• Regular integration events and trips
• Comfortable and well-equipped offices
• MySii app
• Medical care