ServiceNow Business Analyst

Job Description:

Business Process Analyst (ServiceNow)

Overview

ServiceNow is a key global platform used across Schneider Electric to support and enhance business processes throughout the organization. The ServiceNow Front Office team manages relationships with internal and external partners, ensuring alignment with business needs, demand management practices, process governance, communication, and training.

The Business Process Analyst (BA) plays a critical role in enabling the effective use of the ServiceNow platform by partnering with Service Owners, requesters, architecture teams, and process stakeholders. The BA ensures that requirements are understood, aligned with platform strategy, and efficiently delivered through standardized demand and governance processes.

Key Responsibilities

1. Collaboration with Service Owners and Requesters

Manage incoming ServiceNow requests and enhancements through the Demand Management process.

Validate and clarify business requirements with requesters as needed.

Ensure requests align with ServiceNow platform strategy, governance, and business goals.

Support communication and end-user training associated with enhancements or new solutions.

2. Support the Demand Management Process

Contribute to the continuous improvement and definition of the end-to-end Demand Management process as new capabilities are onboarded.

Communicate process expectations and updates to stakeholders.

Partner with Platform Architecture and Operations teams to help prioritize incoming demand based on strategy, value, and capacity.

3. Module Relationship Management

The ServiceNow platform includes modules supporting IT, HR, Third Party Risk Management, Strategic Portfolio Management, Software Asset Management, and more. The BA will serve as a key point of contact for one or more assigned modules by:

Ensuring adoption of best business and process practices for assigned modules.

Collaborating with internal and external technical teams, including architects and developers.

Partnering with Business Process Experts and other business stakeholders to ensure global alignment.

Supporting communication and training efforts related to assigned modules.

Identifying and recommending opportunities for process innovation, automation, and improvements.

Qualifications

Required

Bachelor’s degree in Information Technology, Computer Science, Business, or related field.

5+ years of experience working with ServiceNow (ITSM required; additional modules preferred).

ITIL or other formal service management certifications.

Experience working in global teams and collaborating across regions and time zones.

Strong ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.

Excellent verbal and written communication skills.

Strong customer service orientation and stakeholder engagement skills.

Preferred

Experience in service quality management, including measuring customer satisfaction and evaluating process effectiveness.

Ability to deliver KPI reporting, trend analysis, and operational metrics to IT and business stakeholders.

Experience with continuous improvement, process optimization, and platform governance.

Local Benefits (English):

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits - it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

Country-specific programs and initiatives may be available.

(External) English Company Boiler Plate:

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric – apply today!

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here