ServiceNow Business Analyst (all humans)

Make a difference in the financial life of millions of people: At Erste Digital you are co-creating the digital future, in which better financial health is possible. #believeinyourself

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle.

Join our team as a ServiceNow Business Analyst and play a key role in shaping digital workflows that improve employee experience, operational efficiency, and service delivery. Working closely with business stakeholders, product owners, and technical teams, you will help drive innovation on the ServiceNow platform while ensuring solutions align with business objectives and industry standards.

What to do:

• Collaborate with business stakeholders and technical teams to understand challenges and define ServiceNow solutions

• Elicit, analyze, document, and validate business and functional requirements.

• Evaluate and translate business requirements into user stories, functional specifications, and process designs

• Act as a trusted advisor, guiding stakeholders toward ServiceNow best practices and scalable solutions.

• Drive alignment across multiple teams and ServiceNow application areas.

• Support projects throughout the full lifecycle, from concept and requirements through testing, deployment, and adoption.

• Collaborate with technical teams to ensure successful implementation of requirements.

• Coordinate and support user acceptance testing and solution validation activities.

• Provide functional expertise and operational support for ServiceNow-related topics.

• Stay up to date with new ServiceNow features and capabilities

You check these boxes:

• 5+ years of recent active working experience as a Business Analyst working with ServiceNow.

• Strong expertise in ServiceNow ITSM, Employee Center, Workspaces, and Platform Analytics.

• Proven ability to bridge business and technical teams and build strong stakeholder relationships.

• Excellent analytical, problem-solving, and communication skills.

• Strong understanding of business analysis methodologies and ServiceNow platform best practices.

• Experience designing and improving workflows through catalog items, automation, and digital process optimization.

• Knowledge of CMDB concepts and their role in process efficiency and service management.

• Experience working in Agile and Scrum environments.

• Ability to work effectively with distributed and cross-functional teams.

• ServiceNow CSA, ITIL, IIBA, or similar certifications are highly valued.

• Experience in regulated industries such as banking, insurance, or the public sector is a strong advantage.

Why you will like us:

• Possibility to benefit and learn from our international, talented and passionate community at Erste

• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic

• Health Care – Taking care of your health is important. That’s why we contribute to your above standard medical examination and provide a helpline in case of hard lifetime situations. You also receive a salary compensation during sick leave

• Work-Life-Balance – Sabbatical, paternity leave, contribution to marriage & childbirth, 4 days of extra holiday per year, contribution to the 3rd pillar and MultiSport card. This is how we promote a balance between work, leisure, and family

• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital

• A competitive and performance-related salary dependent on your professional and personal qualifications is granted - we are obliged by law to quote the minimum wage of EUR 3000,- gross per month for this full time position. But this is just a formality, we are more than happy to discuss your actual expectations.

The way we are:

Erste Group considers the diversity of its employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.