ServiceNow Business Analyst (freelance) | Travel Tech Sector | 100% remote

At Decskill, we believe technological excellence is born from human talent.
We are an IT consulting company with over 10 years of experience, focused on building long-term relationships with both our clients and our people. Today we are a community of more than 800 professionals working from Lisbon, Porto and Madrid, taking part in high-impact technology projects.
As part of the Astek Group, we combine our local culture with an international presence in around 23 countries across 4 continents, creating opportunities to work in diverse technology environments with long-term prospects.
What are we looking for?
We are looking for a ServiceNow Business Analyst to join a strategic project within the Technology area of a leading international technology company in the travel and tourism sector.
You will be part of a global team working on the company’s internal ServiceNow platform, collaborating closely with business stakeholders and technical teams across different countries to translate business needs into effective, scalable workflows.
We are looking for a versatile profile with broad knowledge of the ServiceNow ecosystem, able to combine business analysis skills, platform understanding and a strong focus on delivering value.
👉 This is an offshore position based in India, working with distributed international teams.
Your mission
You will be responsible for analysing business requirements and shaping them into well-defined ServiceNow solutions, ensuring the platform supports the company’s processes efficiently, consistently and at scale.
A product and platform mindset is key here: it’s not only about responding to individual requests, but about understanding the problem behind each need, identifying common patterns and promoting standard, reusable solutions across modules.
What will you do day to day?
Gather, analyse and document business requirements by working closely with stakeholders and end users.
Translate requirements into functional specifications, user stories and acceptance criteria.
Work across several ServiceNow modules, mainly CSM (Customer Service Management), FSM (Field Service Management), ITSM (IT Service Management) and SPM (Strategic Portfolio Management).
Analyse existing processes and propose improvements, using ServiceNow out-of-the-box functionality wherever possible.
Collaborate with ServiceNow developers, architects and platform owners to deliver technically viable solutions.
Support testing activities, including test case definition, UAT coordination and defect follow-up.
Participate in release planning, change management and deployment activities.
Prepare and maintain functional documentation, process maps and user guides.
Provide second-level functional support and contribute to continuous improvement of the platform.
Work in an Agile environment with globally distributed teams.
What are we looking for in you?
Must have:
Proven experience as a Business Analyst on ServiceNow projects, with a generalist profile across several modules.
Hands-on knowledge of at least some of the following modules: CSM, FSM, ITSM and SPM.
Solid experience in requirements gathering, process analysis and functional documentation.
Good understanding of ServiceNow platform concepts (workflows, Flow Designer, forms and tables, catalog items, SLAs, notifications, roles and ACLs, reporting).
Excellent written and spoken English.
Strong communication, stakeholder management and analytical skills.
Ability to work autonomously with international teams across different time zones.
Nice to have:
ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist in ITSM, CSM, FSM or SPM).
Experience with Jira, Confluence or similar tools.
Knowledge of ITIL.
Experience in large enterprise or multinational environments.
Knowledge of additional ServiceNow modules (e.g. ITOM, HRSD, ITAM, GRC).
Knowledge of other languages.
What do we offer?
A stable, strategic project within a leading international technology company in the travel sector.
A mature technology environment working with a wide range of ServiceNow modules.
Real autonomy and the chance to influence solution decisions.
Direct collaboration with business, product and technology teams in a global context.
Opportunity to work in a large-scale environment with cross-functional impact.
Why Decskill?
If you are looking for an environment that values curiosity, autonomy and commitment, you will find projects here where your experience can truly make a difference.
At Decskill we bet on long-term relationships, both with our clients and our professionals, offering:
✨ Long-term projects in an international context
✨ Opportunities for technical and professional growth
✨ A people-centred culture based on transparency and trust
✨ Teams that value autonomy, collaboration and stability
Interested in the challenge?
🚀 Your next project can start here.
**At Decskill we are committed to equal opportunities and non-discrimination. We promote a culture of diversity and inclusion, where selection and career progression are based exclusively on talent, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with human dignity.

Work arrangement
Yes