Business Analyst – ServiceNow ITSM Migration

Our client, a global leader in the automotive and logistics sector, is seeking a Business Analyst to support a strategic ITSM transformation initiative. The role focuses on the migration from a shared environment to a dedicated regional instance, ensuring functional requirements are translated into actionable technical specifications.

• Lead the elicitation, analysis, and documentation of business requirements for the migration project.
• Translate process requirements into clear functional and technical specifications for implementation teams.
• Capture and validate requirements across ITSM domains including Incident, Request, and Change Management.
• Facilitate workshops and stakeholder interviews to define target processes, functional scope, and data migration needs.
• Coordinate with international delivery teams to ensure requirements are clearly understood and aligned with the solution.
• Support the definition of the target ITSM operating model in alignment with global standards.
• Assist with testing activities, including UAT preparation, test case definition, and validation.

• You have experience as a Business Analyst in IT transformation projects within enterprise environments.
• You bring strong knowledge of ServiceNow (SNOW) and hands-on experience with ITSM modules.
• You possess a solid understanding of ITSM processes such as Incident, Request, Change, and Problem Management.
• You have knowledge of CMDB and ITOM concepts.
• You're experienced in working within distributed or global delivery models.
• You're proactive and structured with strong stakeholder management and communication skills.
• You are fluent in English.

Nice to Haves

• Experience in ITSM migration or implementation projects.
• Possession of an ITIL certification.
• Possession of a ServiceNow certification.
• Active knowledge of Dutch.

• Start date: ASAP.
• Duration: 6+ months with extension
• Location: Ghent.
• Working model: Hybrid.
• Contract: open to both permanent employees and freelancers.