ServiceNow Business Analyst

That’s why you’ll want to work as a ServiceNow Business Analyst at NS

• Play a key role as a ServiceNow expert within a fast-growing, agile organization that is constantly evolving.
• Make a real impact at NS by leveraging ServiceNow to its full potential and improving our way of working.
• Work with a team of passionate colleagues to develop innovative solutions that drive the entire company forward!

"As a ServiceNow Business Analyst, you play a key role in ensuring your team(s) operate at peak performance and actively contribute to the broader agile transformation within our organization."
- Lars

Here's what you'll be doing as a ServiceNow Business Analyst

In your role as a ServiceNow Business Analyst, you are flexible and able to set the right priorities, always putting daily operations and the company’s interests first. You bring expertise to guiding stakeholders and the business in articulating their needs and expectations. You coordinate with the development team to translate business requirements into technical solutions and provide daily support in clarifying requirements and business rules. In addition, you will collaborate with the team throughout the sprint and take a leading role during sprint retrospectives. Thanks to your analytical and communication skills, you will be invaluable in:

• Contribute expertise and best practices to stakeholders and the business: Requirements modeling, business rules/business logic, gathering requirements through workshops, and defining and gathering acceptance criteria.
• Clarify the details of the requirements with stakeholders: Coordinate with the development team to develop user stories, provide daily support in clarifying requirements and business rules, and serve as the single point of contact (SPOC) for the development team (Platform Team within the ServiceNow Center of Excellence) for all requirements-related questions.
• Collaborating with the Product Owner on Sprint Execution: Representing the Product Owner on the Agile team to clarify questions and issues, and assisting the Product Owner in managing the sprint and the product backlog.
• Coordinating ServiceNow integrations with NS suppliers and onboarding processes for internal departments.
• Providing support for more complex incidents and managing/supporting the Functional Application Management Team.
• Organizing workshops with internal and external stakeholders to improve the user experience and adoption of the ServiceNow platform.
• Participate as an expert in POCs and pilots related to ServiceNow: Optimize collaboration between the team and stakeholders, and ensure the Product Backlog is transparent and actionable to maximize value creation.

This is where you'll be working

Just a short walk from Utrecht Central Station, more than 120 colleagues from the Central Platform Organization (CPO) have joined forces. This team brings together a mix of experiences and personalities, all eager to collaborate, exchange ideas, and share knowledge. You will be working within the End User Services Cluster on the ServiceNow team. The End User Services Cluster is part of the CPO. In this department, consultants and administrators work together with primary responsibility for operations. At NS, we use the ServiceNow platform for ITSM, PPM, HRSD, APM, etc. As a Business Analyst, you are flexible and able to assess the right priorities, always putting daily operations and the company’s interests first.

At NS, we value diversity and inclusion; it makes working together more enjoyable and often leads to better results. Your background or personal beliefs don’t matter—we’re primarily interested in your perspective on the role of Business Analyst. 

These are the job requirements

• You have a bachelor’s or master’s degree and at least 4 years of experience as a ServiceNow Consultant or in a similar role.
• Demonstrable technical experience with the implementation and integration of ServiceNow products, including IT Operations Management (ITOM), CSDM, APM, and CMDB. Custom app development and integrations with external systems (REST APIs).
• Be able to independently explore the ServiceNow backend to analyze data and functionalities and develop the appropriate “ServiceNow Capability” proposal.
• You are familiar with and apply ServiceNow “Best Practices” when testing and optimizing solutions to meet functional and technical requirements.
• Knowledge and experience in integration processes.
• Knowledge and experience with ITIL, IT4IT principles, and CI/CD pipelines. 
• Knowledge and experience with Agile/DevOps, including creating user stories and refining them with developers.
• Strong communication skills and the ability to work in a team that values innovation and collaboration.
• Excellent command of both Dutch and English, both spoken and written.

At NS, we operate based on the following three behavioral characteristics: speaking up, boldness, and a willingness to change. For this role in this team, the emphasis is on boldness. This means you don’t shy away from complex problems and are willing to tackle new challenges independently. You have the courage to proactively offer solutions using your technical knowledge and analytical skills and to embrace change, even when the situation is uncertain.

These are the terms of employment

Working at NS means you can make a difference in the dynamic world of sustainable mobility. You’ll help keep the Netherlands accessible to everyone. At NS, you’ll enjoy a great deal of freedom. There are plenty of opportunities for personal growth. We promise you that no two days will be the same. And as one of the best employers in the Netherlands, we have even more to offer. For this position, that includes:

• A salary between €4,190 and €7,015 gross per month (based on a 36-hour workweek). 
• A 36-hour workweek.  
• 144 hours of statutory leave (based on full-time employment) + additional leave depending on age (at least one week). 
• The option to exchange 3 Christian holidays for 3 non-Christian holidays. 
• A 3% year-end bonus, an 8% vacation allowance, and anexcellent pension plan.  
• Your train travel in second class is free; you can travel in first class for a small fee. 
• Your family travels for free during off-peak hours. 
• Get a discount on European train travel after you’ve worked at NS for one year.  
• Professional development opportunities. 
• A benefits plan that includes options such as a bicycle allowance, additional pension contributions, or extra vacation days. 
• Want to know more? Check out the NS collective bargaining agreementhere. 

Apply for this job

Apply now using the application button. You’ll receive an automatic confirmation within a few minutes, and we’ll respond to your application within two weeks. 
 
Please address your application to Maaike van der Linden, Corporate IT Recruiter.

Do you have any questions about the application process? EmailKarin from our front office atrecruitment@ns.nl.

Would you prefer to contact us by phone?Please call our front office at 088-6713666.

Good to know: 

• A background check, including a Certificate of Good Conduct (VOG), is part of the application process. This also includes signing an integrity statement and a confidentiality agreement.  
• We believe it’s important that everyone who works with us feels at home. This is reflected in everything we do, including our hiring policy. Read morehere. 
• We are posting this job opening to recruit our new colleague directly. This is therefore not a call for business development. This position cannot be filled on an interim basis. Please visit ourstaffing page for such opportunities.