ServiceNow Business Analyst

We are growing. And we are looking for talented people.
At Decskill, we believe that technological excellence is driven by human talent.
We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.
As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.
The ideal candidate combines strong business analysis skills with hands-on functional knowledge of ServiceNow CSM, excellent stakeholder management, and the ability to drive requirements from discovery through implementation and business validation.
Key Responsibilities
Gather, analyze, challenge, and document business and user requirements.
Facilitate discovery sessions and functional workshops with business and operational teams.
Translate business needs into epics, features, user stories, functional specifications, and clear acceptance criteria.
Evaluate requirements against standard ServiceNow capabilities, minimizing unnecessary customization.
Support Product Owners with backlog creation, refinement, prioritization, and sprint readiness.
Collaborate with architects, developers, UX specialists, QA teams, and external implementation partners.
Participate in solution design reviews, dependency analysis, and functional impact assessments.
Plan and coordinate User Acceptance Testing (UAT), including test scenarios, test data, defect tracking, and business validation.
Support sprint reviews, product demonstrations, release planning, and stakeholder communication.
Maintain functional documentation, process flows, decision records, and user guidance.
Identify opportunities to improve customer service processes, platform adoption, and operational efficiency.
Ensure alignment with Agile delivery practices, platform governance, and ServiceNow best practices.
Required Skills and Experience
5+ years of experience in Business Analysis, preferably within enterprise technology or digital transformation projects.
At least 3 years of hands-on functional experience with ServiceNow CSM.
Strong experience with ServiceNow implementations or major platform enhancements.
Solid understanding of Case Management, customer portals, Knowledge Management, service catalog capabilities, and workflow design.
Proven ability to develop high-quality user stories, functional specifications, and testable acceptance criteria.
Experience facilitating workshops and managing stakeholders across business and technical teams.
Practical experience preparing and coordinating UAT activities.
Good understanding of Agile / Scrum methodologies and backlog management.
Working knowledge of ITIL principles.
Fluent professional English, with excellent written and verbal communication skills.
Ability to work independently in an international and multicultural environment.
Highly Desirable ServiceNow CSM Experience:
We are particularly interested in candidates with experience in large-scale ServiceNow CSM implementations, including:
Customer portals and digital customer service experiences.
End-to-end case lifecycle management.
Entitlement management.
Data segregation and secure visibility requirements.
Integrations with external enterprise systems.
Complex enterprise customer support processes and operating models.
Nice to Have
Knowledge of ServiceNow platform governance and implementation best practices.
Understanding of REST APIs and integration design concepts.
Familiarity with CSDM, CMDB, and ServiceNow data model principles.
Experience with ITSM modules, configurable workspaces, portals, and UI/UX collaboration.
Experience in large-scale enterprise customer support environments.
ServiceNow Certified System Administrator (CSA) or relevant implementation certifications.
Experience working in SAFe or multi-team Agile delivery organizations.
What you can expect from us:
Long-term projects with national and international context.
Opportunities to grow technically and professionally
A people-first culture, focused on transparency and trust.
Teams that value ownership, collaboration and stability.
Join us:
Send us your CV in English to [protected info] with reference "DA/BA".
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