Business Analyst -Service Now Case Management (Information Technology/Software)

Our client, a leading Software, Information and Communication Technologies company, operates internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). Our client is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

 

Role Overview

Our client currently has a vacancy for a Business Analyst (Service Now Case Management) fluent in English, to offer his/her services as an expert who will be based in Vienna, Austria. The work will be carried out either in the company’s premises or on site at customer premises. In the context of the first assignment, the successful candidate will be integrated in the Development team of the company that will closely cooperate with a major client’s IT team on site.

  

Job type: Full time/Permanent

Location: Vienna, Austria

Workplace: Onsite

  

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.

  

Responsibilities

• 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.