ServiceNow Business Analyst
Dublin, County Dublin, Ireland · Contract
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- Experience
- 3–5 yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- In office
- Education
- Bachelor's degree
- Eligibility
- Professionals with 3–5 years of Business Analyst experience in CRM, workflow, or enterprise application settings are suitable. Candidates with ServiceNow experience are especially encouraged, but applicants with comparable experience on other CRM or enterprise platforms may also be considered. A ba…
- Resume
- Required to apply
Where you'll work
Job description
Opportunity Overview
A growing organization is looking for a mid-level CRM / ServiceNow Business Analyst to support business and technology teams. The role acts as a bridge between stakeholders and technical specialists, with a focus on improving processes, enhancing CRM and workflow platforms, and delivering solutions aligned with business goals.
Experience with ServiceNow is strongly preferred, but professionals who have worked with other enterprise CRM or workflow tools such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, or comparable platforms are also welcome.
Core Responsibilities
- Work with business stakeholders to collect, analyze, and record requirements.
- Run workshops, interviews, and discovery sessions to understand current processes and identify areas for improvement.
- Convert business needs into functional specifications, user stories, process maps, and acceptance criteria.
- Collaborate with administrators, developers, project managers, and technical teams to deliver new features and platform enhancements.
- Support CRM and ServiceNow initiatives such as implementations, upgrades, integrations, and process optimization.
- Carry out gap analysis and suggest improvements that strengthen efficiency and the user experience.
- Prepare and maintain BRDs, process diagrams, test plans, and end-user documentation.
- Help coordinate UAT, resolve defects, and support deployment tasks.
- Assist with change management, communication to stakeholders, and user training activities.
- Contribute to ongoing improvement efforts and wider platform adoption.
Required Background
- A bachelor’s degree in Business, Information Systems, Computer Science, or a similar discipline.
- 3 to 5 years of experience as a Business Analyst in CRM, workflow, or enterprise application environments.
- Hands-on experience gathering requirements and turning them into workable technology solutions.
- Strong understanding of process analysis, workflow improvement, and stakeholder coordination.
- Exposure to CRM or enterprise systems such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, ServiceNow, or similar tools.
- Ability to produce user stories, documentation, and functional requirements.
- Well-developed analytical, communication, and problem-solving abilities.
- Comfort with Agile, Scrum, or hybrid delivery approaches.
Preferred Experience
- Practical exposure to ServiceNow, especially ITSM, Service Catalog, Incident, Problem, or Change Management areas.
- Background in CRM transformation, digital transformation, or workflow automation work.
- Knowledge of integrations, APIs, and data migration activities.
- ServiceNow CSA certification or another relevant platform certification.
- Familiarity with Jira, Confluence, Azure DevOps, or similar collaboration tools.
- Experience in enterprise settings or customer-facing environments.
Key Strengths for Success
- Business analysis
- CRM and enterprise systems
- ServiceNow knowledge
- Requirements elicitation and documentation
- Process mapping and optimization
- Stakeholder management
- UAT coordination
- Agile delivery
- Change management
- Critical thinking and problem solving