Business Analyst (ServiceNow ITSM Migration)

Start Date: ASAP

End Date: End of 2026 (with possible extension)

Location: Gent

Role Overview:

We are looking for an experienced Business Analyst to support a strategic ITSM transformation initiative, focusing on the migration from a shared ServiceNow environment to a dedicated EU-region ServiceNow instance. The Business Analyst will serve as a crucial link between European business stakeholders and North American delivery teams, ensuring that functional requirements are clearly understood, structured, and translated into actionable technical specifications.

Key Responsibilities:

• Lead the elicitation, analysis, and documentation of business requirements for the ITSM migration project.
• Translate business and process requirements into clear functional and technical specifications for implementation teams.
• Work closely with European stakeholders to capture and validate requirements across ITSM domains (Incident, Request, Change, Problem, Knowledge, CMDB).
• Collaborate with North American delivery teams, ensuring requirements are clearly understood and aligned.
• Facilitate workshops, stakeholder interviews, and working sessions to define target processes, functional scope, data migration requirements, and integration needs.
• Support the definition of the target ITSM operating model and ensure alignment with global standards.
• Ensure traceability between business requirements, functional design, and delivered solution.
• Support testing activities (UAT preparation, test case definition, validation).
• Identify risks, gaps, and dependencies in the migration scope and propose mitigation actions.
• Contribute to project governance, documentation, and reporting.

Required Experience & Skills:

• Proven experience as a Business Analyst in IT transformation projects, preferably within enterprise environments.
• Strong knowledge of ServiceNow (SNOW), with hands-on experience in ITSM modules.
• Solid understanding of ITSM processes: Incident Management, Request Management, Change Management, Problem Management, CMDB/ITOM concepts.
• Experience in ITSM migration or implementation projects is a strong asset.
• Ability to translate business needs into structured functional and technical requirements.
• Experience working in distributed/global delivery models (EU ↔ North America collaboration is a key aspect).
• Strong stakeholder management and communication skills.
• Experience facilitating workshops and driving alignment across multiple teams.
• Analytical mindset with the ability to structure complex information into clear deliverables.

Qualifications:

• Bachelor’s or Master’s degree in IT, Business, or related field.
• ITIL knowledge or certification is a strong plus.
• ServiceNow certification is an advantage.

Soft Skills:

• Strong communication and influencing skills.
• Proactive and structured way of working.
• Ability to operate in a complex, multi-stakeholder environment.
• Results-driven with a focus on delivery and quality.

Project Context:

• Migration from a shared ServiceNow environment to a dedicated EU region instance.
• Close collaboration with North American delivery teams.
• Alignment with global ITSM strategy and governance.
• Focus on standardizing and optimizing ITSM processes across regions.