Business Analyst

Salt is currently hiring a Business Analyst(ITSM) for a client of ours in Amsterdam.

We are seeking an experienced Business Analyst to support IT Service Management (ITSM) and ServiceNow Now Assist initiatives.

The role will work closely with Product Management, Engineering, Architecture and business stakeholders to understand business needs, facilitate discovery, improve processes and translate requirements into clear, delivery-ready work.

Key Responsibilities

• Facilitate discovery workshops and stakeholder discussions.
• Gather, analyse and document business requirements.
• Document current- and future-state processes and identify improvements.
• Create epics, user stories and acceptance criteria.
• Support backlog refinement, sprint planning and delivery.
• Analyse ITSM processes including Incident, Request, Change, Problem and Knowledge Management.
• Identify opportunities for automation and AI-enabled Service Management.
• Support adoption of Now Assist and standard ServiceNow capabilities.
• Work closely with Engineering to clarify requirements and validate solutions.
• Maintain Jira, Confluence and Business Analysis documentation.
• Support governance, UAT and continuous improvement.

Essential Experience

• Proven Business Analyst experience in an enterprise environment.
• Strong ServiceNow ITSM experience.
• Excellent requirements gathering and process mapping skills.
• Strong workshop facilitation and stakeholder management.
• Experience with Jira and Confluence.
• Agile delivery experience.
• Strong analytical and communication skills.

Desirable

• ServiceNow Now Assist.
• AI-enabled Service Management.
• Employee Centre Pro.
• ITIL Foundation.
• BPMN/process modelling.
• Enterprise Service Management.

Key Outcomes

• High-quality, delivery-ready requirements.
• Improved ITSM processes and backlog quality.
• Documented current- and future-state processes.
• Identification of automation and AI opportunities.
• Stronger alignment between business, Product and Engineering.
• Consistent Business Analysis practices embedded within the team.

*Rates depend on experience and client requirements