ServiceNow Business Analyst – Order Management

Job Title:

Contract Type:

Location:

Start Date:

Language Requirement:

Experience Level:

Education:

• Master’s degree (Bac+5) preferred from top universities
• Engineering degree / University degree in Computer Science, Ergonomics, or related field

Key Responsibilities

• Act as the link between stakeholders, product managers, and the implementation team.
• Gather, analyze, and review customer requirements; maintain backlog in collaboration with product owners and vendors.
• Ensure solutions align with ServiceNow best practices and propose alternatives where necessary.
• Provide guidance on process improvements and platform capabilities.
• Stay updated on ServiceNow product evolutions and share insights with the team.
• Organize and support User Acceptance Tests (UAT), including preparation of key test scenarios.
• Drive and support functional workshops with end-users, ensuring critical topics are addressed.
• Work independently on assigned scope, collaborating with developers, peers, and management as needed.

Required Skills & Competencies

Core Technical & Functional Skills:

• 6+ years hands-on experience as a Business Analyst / Product Manager / Product Owner on the ServiceNow platform.
• Strong expertise in

  Order Management

  , especially the

  data model

  .
• Experience with

  data activities, CMDB knowledge, and data migration

  from external tools into ServiceNow.
• Strong grasp of functional aspects of data and ability to work with SMEs on mappings.
• Knowledge of

  CSDM

  (Common Service Data Model).
• Experience managing large data extractions and transforming them into ServiceNow target formats.
• Familiarity with CSM/OM data model and best practices for data usage.
• Knowledge of

  API Integration

  and ITIL processes.
• Experience in large-scale transformation projects is a plus.
• Good knowledge of Agile/SCRUM methodologies.

Domain Knowledge:

• Expertise in CSM/OM processes and related data objects (accounts, sold products, functional products, CIs, contacts, contracts).

Soft Skills:

• Strong workshop facilitation and demo presentation skills.
• Excellent written and verbal communication in English, adaptable to different audiences.
• Strong interpersonal skills, positive attitude, and collaborative mindset.
• Ability to simplify complex concepts and clarify required changes.
• Experience working in a distributed, multicultural team.