Business Analyst -ServiceNow

About the Role

As a Business Analyst – ServiceNow (HRSD), you will play a key role in ensuring efficient, reliable, and continuously improving HR services across Europe. Acting as the link between regional HR teams and the Global ServiceNow HRSD function, you will help translate business needs into high-quality system solutions that support HR service delivery.In this role, you will work hands-on with ServiceNow HR Service Delivery, supporting requirements management, testing, defect handling, functional support, and knowledge management. You will represent European regions in discussions with the global team, ensuring alignment between local needs, global standards, and system capabilities.

What You’ll Do

Manage requirements and represent European regions

• collect, analyze, and consolidate HR requirements for ServiceNow workflows and services across Europe
• align regional needs with global standards and system feasibility
• prepare and submit requirements to the Global ServiceNow HRSD team for approval and implementation
• act as the European representative in requirement-related discussions and reviews

Ensure quality through testing

• plan and execute functional and user acceptance testing for new or updated HRSD services
• validate delivered solutions against agreed requirements
• coordinate testing activities with regional HR stakeholders
• document test results and confirm readiness for deployment

Own defect management as a single point of contact

• collect, log, and prioritize defects reported by HR users and agents
• act as the single point of contact for defect communication
• track and escalate issues to the Global ServiceNow team
• validate fixes and confirm resolution with end users

Provide functional support and enable HR agents

• support HR agents with questions related to access, roles, and system usage
• provide functional guidance to assignment groupsact as a first-level expert on HRSD processes
• identify recurring issues and opportunities for improvement

Contribute to knowledge and continuous improvement

• create, maintain, and improve HRSD knowledge articles and documentation
• ensure knowledge reflects current processes and system changes
• identify improvement opportunities based on user feedback and system usage
• contribute to standardization and best practices across regions

You bring:

• 2–4 years of experience working with ServiceNow, preferably within HRSD or similar enterprise service management modules
• hands-on experience in requirements management, functional testing, and defect handling
• a good understanding of IT service management principles and system lifecycle processes
• experience collaborating with global or regional IT teams
• familiarity with access management, user roles, and knowledge management
• knowledge of HR processes and HR service delivery (a strong advantage)experience working in a multinational or European environment (an advantage)
• fluency in English, both written and spoken

What You Bring

Skills & Experience

• 4–6 years of professional experience, including 2–4 years working with ServiceNow HRSD.
• Solid understanding of HR processes and system support.
• Experience in business analysis, requirement documentation, and system testing.
• Proficient knowledge of ServiceNow HRSD modules.
• Fluent English.

Your Profile

• Strong analytical and structured thinking.
• High attention to detail and focus on quality.
• Clear and effective communication with diverse stakeholders.
• Collaborative mindset and ability to work across teams.
• Proactive approach to problem-solving and continuous improvement.

Qualifications

• Bachelor’s degree in Human Resources, Information Technology, Business Administration, or a related field.
• Experience with reporting, dashboards, requirement documentation, and testing is highly valued.