Business Analyst ITSM ServiceNow

About the role

Taleo Consulting is seeking a Business Analyst specialized in IT Service Management (ITSM) on the ServiceNow platform. Based in Luxembourg, you will work closely with both business and technical teams to shape, document, and deliver ServiceNow solutions that support incident, problem, and service management processes.

Key responsibilities

• Gather, analyse and challenge business requirements for ServiceNow.
• Organise and facilitate workshops with business and IT stakeholders.
• Translate needs into detailed user stories and functional specifications.
• Act as liaison between business teams and offshore development teams, ensuring clear understanding and implementation.
• Produce meeting minutes, action plans and comprehensive project documentation.
• Participate in testing, validation and user‑acceptance activities.
• Support the evolution of ServiceNow modules such as Incident Management, Problem Management, Infrastructure Services, Workplace Services and CRM.
• Coordinate stakeholders and drive initiatives to completion while providing recommendations aligned with business priorities.

Required profile

• Proven experience as a Business Analyst within a ServiceNow environment.
• Strong knowledge of ServiceNow architecture, layers and core modules.
• Experience with Incident Management, Problem Management and broader Service Management processes.
• Solid background in user‑story writing, requirements gathering and functional analysis.
• Ability to interact effectively with business users and technical teams without being a developer.
• Experience collaborating with offshore development teams.
• Strong facilitation, communication and stakeholder‑management skills.

Required skills

• ServiceNow platform
• Incident Management
• Problem Management
• Service Management processes
• User Story writing
• Functional analysis