ServiceNow Business Analyst

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 #J-18808-Ljbffr