Business Analyst (Service Now Case Management)

Business Analyst (Service Now Case Management)

European Dynamics

Vienna or Remote, Austria

Your tasks

• Conduct in-depth analysis of business requirements to ensure clarity and alignment with project goals;
• Analyze and document business processes related to Case Management in ServiceNow HRSD;
• Support the extension of HRSD functionality into other HR domains (e.g., Procurement, HR Operations, etc.);
• Document business requirements in a structured, actionable format for stakeholders and development teams;
• Perform comprehensive business model analysis to identify opportunities and optimize value streams;
• Carry out business process analysis to evaluate efficiency and uncover areas for improvement;
• Develop business process models that visualize workflows and support process optimization;
• Analyze functional requirements and business cases to align solutions with strategic objectives;
• Conduct risk assessments and mitigation planning to safeguard project success;
• Provide support in preparing Business Cases, Vision Documents, Project Charters, and Security Plans for clear project direction and governance.

Requirements

• University degree in IT or relevant discipline, combined with minimum 6 years of relevant working experience in IT;
• Experience with ServiceNow platform, particularly in the HRSD or CSM (Customer Service Management) modules;
• Experience in Case Management processes and workflows in ServiceNow;
• Experience with documenting business process flows, use cases, quality management plans and user acceptance testing;
• Experience working in an Agile software development environment;
• Good knowledge of analysis/modelling tools and techniques (use case diagram, state diagram, entity relationship model, interaction diagrams etc.);
• Good knowledge of BPMN or UML or other with equivalent value;
• Good knowledge of Wiki and collaborative sites;
• Excellent command of the English language.