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.We are looking for an experienced ServiceNow Business Analyst to join our team and support the implementation, enhancement, and optimization of ServiceNow solutions across multiple business areas.The ideal candidate will have strong business analysis skills and hands-on experience working with the following ServiceNow modules: Customer Service Management (CSM), Field Service Management (FSM), IT Service Management (ITSM), and Strategic Portfolio Management (SPM).

Key Responsibilities

Gather, analyze, and document business requirements, translating them into functional specifications.Work closely with business stakeholders, product owners, developers, and technical teams to ensure alignment between business needs and technical solutions.Facilitate workshops, stakeholder interviews, and requirements-gathering sessions.Analyze existing business processes and identify opportunities for improvement and automation.Support ServiceNow implementation, configuration, testing, and deployment activities.Create user stories, acceptance criteria, process flows, and functional documentation.Support User Acceptance Testing (UAT) and ensure solutions meet business requirements.Assist with backlog management, prioritization, and continuous improvement initiatives.Required Skills and Experience:Proven experience as a ServiceNow Business Analyst.Hands-on business analysis experience across all four ServiceNow modules:CSM – Customer Service ManagementFSM – Field Service ManagementITSM – IT Service ManagementSPM – Strategic Portfolio ManagementStrong knowledge of business process analysis, requirements gathering, and functional documentation.Experience writing user stories and defining acceptance criteria.Excellent communication and stakeholder management skills.Ability to work effectively with both business and technical teams.Experience with Agile/Scrum methodologies is a plus.What you can expect from us:Long-term projects with national and international context.Opportunities to grow technically and professionallyA people-first culture, focused on transparency and trust.Teams that value ownership, collaboration and stability.Join us:Send us your CV in English to daniela.adao@decskill.com with reference “DA/BA”.Your next challenge might start here.