Business Analyst Service Management

Job description

Within the Global IS department, we are looking for a ServiceNow Business Analyst & Platform Lead to take ownership of the ServiceNow platform from both a business and technical perspective. This role combines hands-on platform administration with business analysis, governance, and stakeholder management at a global level. ROLE You will act as the key reference for ServiceNow, ensuring the platform delivers value, remains aligned with business needs, and evolves in line with best practices and the ServiceNow roadmap. - Administer, configure, and maintain the ServiceNow platform, including small developments and POCs. - Gather, analyze, and prioritize business requirements; write user stories and functional/technical specifications. - Support and coordinate User Acceptance Testing (UAT). - Define and enforce governance, standards, and best practices across ServiceNow. - Act as the main point of contact and escalation for internal stakeholders and managers. - Manage the relationship with the external ServiceNow provider (contracts, SLAs, KPIs, performance). - Own the change and backlog management process, ensuring timely and high-quality delivery. - Drive continuous improvement by pr...