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Black Pen Recruitment
Business Analyst -Service Now Case Management (Information Technology/Software)
Business Analyst - ServiceNow Case Management at Black Pen Recruitment, Vienna. Expert-level CSM/HRSD module experience required. 6+ years IT background, BPMN/UML knowledge, Agile proficiency.
ServiceNow Role Type:
Business Process Analyst
ServiceNow Modules:
Customer Service Management
Human Resources Service Delivery
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Customer Service Management
Certified Implementation Specialist - Human Resources
Job description
Posted on:
December 11, 2025
Our client, a leading Software, Information and Communication Technologies company, operates internationally and has a vacancy for a Business Analyst (Service Now Case Management) fluent in English to offer his/her services as an expert based in Vienna, Austria.
Requirements
- University degree in IT or relevant discipline
- Minimum 6 years of relevant working experience in IT
- Experience with ServiceNow platform, particularly in the HRSD or CSM (Customer Service Management) modules
- Experience in Case Management processes and workflows in ServiceNow
- Experience with documenting business process flows, use cases, quality management plans and user acceptance testing
- Experience working in an Agile software development environment
- Good knowledge of analysis/modelling tools and techniques
- Good knowledge of BPMN or UML or other with equivalent value
- Good knowledge of Wiki and collaborative sites
- Excellent command of the English language
Requirements Summary
University degree in IT, 6+ years of IT experience, experience with ServiceNow and Agile software development environment
