Business Analyst
ServiceNow ITSM (Digital Transformation)
We are looking for a self-driven, experienced Business Analyst to contribute to the planning, design, and execution of this global ServiceNow ITSM deployment.
Your Role
We are looking for a self-driven, experienced Business Analyst to contribute to the planning, design, and deployment of this global solution. In this role, you will act as a strategic bridge between business needs and the technical capabilities of the platform.”
This position is ideal for a senior analyst—or a highly autonomous intermediate—with proven experience in ServiceNow, ITSM, and digital transformation environments.
Key Responsabilities
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Analyze current processes and document gaps between existing tools and ServiceNow.
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Facilitate requirement-gathering workshops with key stakeholders.
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Write clear, traceable user stories in Azure DevOps.
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Collaborate closely with developers, QA, trainers, and the change management team.
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Contribute to the testing strategy (UAT), as well as training and communication activities.
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Support post-deployment activities and ensure a smooth transition to operations.
What you bring
✔ Hands-on experience with ServiceNow ITSM Pro (Incident, Request, Change, Knowledge, Configuration)
✔ Knowledge of application support or IT operations environments
✔ Proficiency in documenting requirements, process flows, and acceptance criteria
✔ Familiarity with ITIL 4, Azure DevOps, and Agile environments
✔ Excellent communication skills in multicultural and decentralized contexts
Preferred Certifications
🎓 Required or in progress: ITIL 4 Foundation
🎓 An asset: ServiceNow CSA, micro-certifications, CBAP, PMI-PBA, or a relevant Bachelor’s degree
Expected Deliverables
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Process mapping (current and future state)
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Impact analysis and recommendations
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Detailed user stories and acceptance criteria
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UAT test scenarios
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Training and support documentation
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Adoption tracking and change readiness assessment
Other positions at Pomerol
ServiceNow Analyst
Digital Transformation
ServiceNow Platform Admin/Dev
Digital Transformation
Required Experience
Business Analyst (5-8 years)
Ensure strong command of key analysis techniques (requirements gathering, documentation, facilitation, etc.)
ServiceNow ITSM (2-4 years)
Sufficient to navigate ITSM modules, data structures, and the platform’s specific nuances.
ITSM tool-agnostic (3-5 years)
Solid knowledge of ITIL processes, including Incident, Request, Change, and Configuration.
Agile Azure DevOps (2+ years)
Work with backlogs, write user stories, and participate in Agile ceremonies.
Knowledge of Application Support
Understanding how support teams operate, set priorities, and interact with users.
Expert
Yes, I Want This Role
Our Values
Humility
We believe the best ideas are born from listening and challenging the status quo. Here, everyone has the right to learn, make mistakes, and—most importantly—grow together.
Empathy
Understanding others is at the heart of what we do. Whether with our clients or colleagues, we put people at the center of every decision.
Commitment
We move forward with rigor and determination. Every engagement is a promise kept, and every action reflects our genuine commitment.
Our Mission
At Pomerol, our mission is clear: to make our clients shine in every IT project.
By combining technological expertise, strategic insight, and a deeply human approach, we guide organizations through their digital transformation with tailored solutions. Through our partnership with ServiceNow and our mastery of IT services, we help companies plan intelligently, implement efficiently, and sustain their initiatives for the long term. For us, every engagement is an opportunity to build trust, optimize operations, and—above all—create real, lasting value.