ServiceNow Business Analyst

Overview
Alldus is currently working with a Global Elite ServiceNow Partner seeking to hire an experienced ServiceNow Business Analyst to join their growing team in Germany on a permanent basis.
This is an exciting opportunity to work on large-scale digital transformation projects, helping customers improve both customer and employee experiences through ServiceNow. The role will focus on CSM, HRSD, Employee Experience, and AI-powered service solutions.
The ideal candidate will have experience gathering business requirements, leading workshops, and translating customer needs into effective ServiceNow solutions while supporting the adoption of AI-driven workflows and automation.
Responsibilities
Analyse, gather, and document business requirements focused on ServiceNow CSM and HRSD processes
Facilitate customer workshops and support process definition, optimisation, and fit-gap analysis (As-Is / To-Be)
Translate business requirements into functional and technical ServiceNow solution designs
Support the implementation of CSM, HRSD, and Employee Experience solutions
Identify opportunities for AI-powered automation, self-service, virtual agents, and intelligent workflow solutions
Contribute to AI-native and agent-based workflow design within the ServiceNow platform
Support testing, user acceptance activities, go-live planning, and hypercare phases
Collaborate with project teams and stakeholders to ensure successful project delivery
Contribute to ServiceNow best practices and knowledge sharing across the organisation
Requirements
Experience working as a Business Analyst or Consultant within the ServiceNow ecosystem
ServiceNow certification such as CSA, CIS-HRSD, or similar
Experience working with CSM and/or HRSD
Strong understanding of business process analysis, process modelling, and workflow design
Experience working within Agile, Scrum, Waterfall, or Hybrid delivery environments
Interest in or exposure to Artificial Intelligence, automation, and digital transformation initiatives
Strong analytical and problem-solving skills
Excellent communication and stakeholder management abilities
Fluent German and strong English language skills
Preferred Experience
Experience supporting Public Sector, Utilities, or Energy customers
Exposure to regulated or complex service environments
Knowledge of AI-driven service processes, virtual agents, and intelligent automation
Experience contributing to Employee Experience transformation initiatives

Work arrangement
Yes