Business Analyst / ITSM (ServiceNow)

Project / Company

A global producer and distributor of specialty mineral materials, operating 160 plants worldwide. The company runs technical centers in Switzerland, the US and Singapore, supported by local laboratories focused on R&D and innovation.

Required Qualifications

• 3+ years of experience as a Business Analyst in ITSM or IT operations–related projects.
• Practical, hands-on experience with ServiceNow modules and workflows, in particular SPM.
• Experience documenting processes, requirements, and functional designs.
• Experience in change and release management methodologies (e.g., Agile, Waterfall).
• Understanding of ITIL framework and ITIL-based service management processes.
• Ability to work with both technical and non-technical stakeholders.
• Excellent communication skills in English, both verbal and written.

Nice to Have

• Any ServiceNow certification.
• Experience with SAP, data migration tools, and API integrations (e.g., MuleSoft).

Responsibilities

• Gather, analyze, and document business and technical requirements for ITSM initiatives.
• Deeply use ServiceNow to support configuration, process alignment, and enhancements.
• Analyze existing processes and identify improvement opportunities.
• Translate business needs into clear functional specifications, user stories, and process diagrams.
• Support ITSM implementations, upgrades, and optimization projects from discovery through delivery.
• Define KPIs and reporting requirements to measure service performance and process efficiency.
• Support user acceptance testing, change management, and end-user adoption.