Senior ServiceNow Analyst

Quick Facts

• Role: Senior ServiceNow Analyst (ITSM/CSM)

• Focus: Requirements, AS-IS/TO-BE process design, fit-gap analysis, and backlog refinement

Description

You will join a team building a multi-module ServiceNow platform for an international financial organization. The role focuses on collecting and analyzing business and functional requirements, running stakeholder workshops, and translating business needs into ServiceNow requirements. You will also perform fit-gap analysis, refine the backlog/scope, and support testing/UAT to verify business outcomes.

Responsibilities

• Collect and analyze business and functional requirements

• Facilitate workshops with stakeholders

• Analyze current processes (AS-IS) and design target processes (TO-BE)

• Prepare user stories and acceptance criteria

• Translate business needs into ServiceNow requirements

• Conduct fit-gap analysis against standard platform capabilities

• Refine backlog and clarify scope

• Collaborate with Developers, BA Lead, and Architect

• Support testing/UAT and validate business results

• Document processes, decisions, assumptions, and dependencies

Requirements

• Minimum 5 years of IT business analysis experience in ITSM and CSM

• Knowledge of GRC and privacy compliance principles

• Ability to conduct workshops and gather requirements

• Experience with process analysis and creation of user stories and acceptance criteria

• Knowledge of fit-gap methodology and ability to refine backlog

• Polish and English proficiency (minimum B2)

• Willingness to work from the Warsaw office at least 1 time per week

• Must live in Poland