ServiceNOW Business Analyst (f/m/d) @ A1 Competence Delivery Center

Strength. Care. Growth

A1 Competence Delivery Center is a vital component of A1’s telecommunications business. Acting as an expertise hub, CDC is dedicated to delivering a full range of high-quality IT, network, financial and other services to support A1’s operations across all OpCos, independent of location.

Using the power of being OneGroup and leveraging synergies, CDC enables transparency of resources, key skills and knowledge expansion and personal career growth opportunities’ enhancement, paired with job stability.

You will know we are the right place for you, if you are driven by:

• •Opportunities to learn and build your career.
• •Meaningful work in a stable and fast-paced company.
• •Diversity of people, projects, and platforms.
• •A supportive, fun, and inspiring place to work.

Job Overview:

The Business Analyst will bridge business and technical teams to analyze processes, gather and translate business requirements into functional specifications and user stories, and support the delivery of ServiceNow enhancements and solutions aligned with business needs and priorities.

Your daily routine would include:

• •Collaborate with business stakeholders and technical teams to understand business needs, analyze existing processes, and identify opportunities for improvement within ServiceNow.
• •Analyze and document business requirements, translating them into clear functional specifications, user stories, and acceptance criteria to support ServiceNow enhancements and new functionalities.
• •Work closely with the Product Owner, developers, and other stakeholders to ensure a shared understanding of requirements, business priorities, and the expected solution.
• •Support the implementation of changes and enhancements in ServiceNow, collaborating with development and QA teams throughout the delivery lifecycle to ensure requirements are clearly understood and correctly implemented.
• •Collaborate with colleagues across countries and disciplines, sharing knowledge and contributing to continuous improvement and best practices in business analysis.

We’ll know you can make it if you have:

• •3+ years of experience as a Business Analyst.
• •At least 1 year of hands-on experience with the ServiceNow platform.
• •Strong knowledge of ServiceNow capabilities, modules, and functionalities.
• •Experience with Salesforce or another CRM platform.
• •Proven ability to gather, analyze, and document business requirements, translate them into functional specifications and user stories, and manage stakeholder expectations.
• •Excellent communication and interpersonal skills, with the ability to bridge business and technical teams.
• •Strong analytical thinking and problem-solving skills.
• •Experience working in Agile/Scrum environments and familiarity with related tools.
• •Fluent English, both written and spoken.

Nice to Have:

Good understanding of ITIL v3/v4 principles and service management processes.

Experience working in telecommunications or other large enterprise environments.

Technical background or experience working closely with development and architecture teams.

Experience with process modeling and workflow design.

Our gratitude for the job done will be eternal, but we’ll also offer you:

• •Innovative technologies and platforms to work with.
• •Modern working environment for your comfort.
• •Friendly, ambitious, and motivated teammates to support each other.
• •Thousands of online and in-person learning opportunities for you to grow.
• •Challenging assignments and career development opportunities in a multinational environment.
• •Attractive compensation package.
• •Flexible working schedule and opportunity for home office.
• •Numerous additional benefits, including, but not limited to free A1 services.

If you have any questions, please do not hesitate to contact Svetlina Vazharova.