ServiceNow Business Analyst

Our client, a leading ServiceNow Elite Partner, is hiring a German-speaking ServiceNow Business Analyst to join their newly established Centre of Excellence in Berlin. Leveraging your skills in HR Service Delivery (HRSD) and Customer Service Management (CSM), the successful candidate will lead requirements gathering, stakeholder engagement and solution design across complex ServiceNow transformation programmes.

Responsibilities

• Analyse, prioritise and translate business requirements into scalable ServiceNow HRSD and CSM solutions.
• Lead workshops and advise stakeholders on best-practice customer and employee service processes.
• Design end-to-end ServiceNow solutions, considering integrations, governance and platform standards.
• Identify and deliver AI-enabled use cases including intelligent automation, virtual agents and self-service capabilities.
• Support project delivery from discovery through to go-live, managing key stakeholder relationships throughout.
• Contribute to practice growth through pre-sales activities, RFP/RFI responses, proposal development, client presentations and solution demonstrations.
• Help shape the new Centre of Excellence by mentoring colleagues, sharing knowledge and supporting capability development.

Skillset

• Fluent German and English.
• Proven experience as a ServiceNow Business Analyst or Consultant with a strong focus on CSM and HRSD.
• Strong understanding of the ServiceNow platform, including workflows, integrations and solution architecture.
• Experience supporting sales and business development activities, including RFPs, bids, proposals, and client-facing presentations.
• ServiceNow certifications such as CSA, CIS CSM or CIS HRSD are highly desirable.
• Excellent communication, stakeholder management and workshop facilitation skills.