Business Analyst (ServiceNow ITSM migration)
17-06-2026
Brussel
Role Overview
We are seeking an experienced Business Analyst to support a strategic ITSM transformation initiative, focusing on the migration from a shared ServiceNow environment to a dedicated EU-region ServiceNow instance.
The Business Analyst will act as a critical bridge between European business stakeholders and the North American Honda delivery teams, ensuring that functional requirements are clearly understood, structured, and translated into actionable technical specifications.
Key Responsibilities
- Lead the elicitation, analysis, and documentation of business requirements for the ITSM migration project
- Translate business and process requirements into clear functional and technical specifications for implementation teams
- Work closely with European stakeholders to capture and validate requirements across ITSM domains (Incident, Request, Change, Problem, Knowledge, CMDB)
- Collaborate with North American Honda delivery teams, ensuring requirements are clearly understood and aligned
- Facilitate workshops, stakeholder interviews, and working sessions to define:
- Target processes
- Functional scope
- Data migration requirements
- Integration needs
- Support the definition of the target ITSM operating model and ensure alignment with global standards
- Ensure traceability between business requirements, functional design, and delivered solution
- Support testing activities (UAT preparation, test case definition, validation)
- Identify risks, gaps, and dependencies in the migration scope and propose mitigation actions
- Contribute to project governance, documentation, and reporting
Required Experience & Skills
- Proven experience as a Business Analyst in IT transformation projects, preferably within enterprise environments
- Strong knowledge of ServiceNow (SNOW), with hands-on experience in ITSM modules
- Solid understanding of ITSM processes:
- Incident Management
- Request Management
- Change Management
- Problem Management
- CMDB / ITOM concepts
- Experience in ITSM migration or implementation projects (strong asset)
- Ability to translate business needs into structured functional and technical requirements
- Experience working in distributed/global delivery models (EU ↔ North America collaboration is a key aspect)
- Strong stakeholder management and communication skills
- Experience facilitating workshops and driving alignment across multiple teams
- Analytical mindset with ability to structure complex information into clear deliverables
Qualifications
- Bachelor’s or Master’s degree in IT, Business, or related field
- ITIL knowledge or certification is a strong plus
- ServiceNow certification is an advantage
Soft Skills
- Strong communication and influencing skills
- Proactive and structured way of working
- Ability to operate in a complex, multi-stakeholder environment
- Results-driven with focus on delivery and quality
Project Context
- Migration from shared ServiceNow environment to dedicated EU region instance
- Close collaboration with Honda North America delivery teams
- Alignment with global ITSM strategy and governance
- Focus on standardizing and optimizing ITSM processes across regions
