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 idóneo 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 :
- CSM (Case Management and related processes, CSM Portal)
- 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

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