Share this Job

ServiceNow Business Analyst

Location:  Prat de Llobregat (Barcelona)
Stellen-ID:  19703

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure solutions for billions of people around the globe. At Giesecke+Devrient, you will play a key role in realizing the digital transformation.

Giesecke+Devrient is a global company that offers security technologies, both in the physical and digital world. Every day, billions of people benefit from G+D innovations in their personal and business lives. With around 11,600 employees across 32 countries, we develop, manufacture, and distribute products and solutions for the safeguarding of payment processes, identities, connectivity, and data.


We are looking for a ServiceNow Business Analyst, who is responsible for the development, operations, and maintenance of the ServiceNow module “ITSM”. This includes:


  • Supervision and harmonization of the definition of the corresponding ITIL based processes driven by the respective Business Process Managers
  • Managing design, implementation and test of the tool requirements together with development team and partners including release planning
  • Leading Change Control Boards for processes and tool
  • Definition of tool strategy in alignment with ServiceNow platform owner as well as Busines Process Owner
  • Sprint planning and reporting
  • Perform tool and process trainings



  • Close collaboration with Service Owners, Data Center Heads, Global and Regional Service Delivery and Operations Heads, Design Architects and Service Design Specialists in regards to defining, planning and executing on service specification requirements for processes on new and existing services, e.g. gather input from Service Design Specialist on tools and technology as dockets, open stacks, ansible aftecting processes and tools
  • Collaboration with Service Delivery and Operations Managers to initate and drive internal and external process improvement projects
  • Collaboration with ServiceNow platform owner and application owners of other modules
  • Define process KPIs, ensure the implementation and regular reporting of the KPIs
  • Follow TCD Division global policies, procedures and tools
  • Evaluate, improve and add applicable work instructions
  • Identify and address day-to-day continuous improvement activities towards Service Quality Manager and/or supervisor for further actions, related to tools, procedures and compliance fulfilment for business development
  • Timely and accurate time reporting
  • Coordinate, steer and prioritize continuous improvement and business development initiatives and activities
  • Manage and coach Service & Process Excellence Manager to ensure development and proper execution
  • Ensure efficient, timely and high quality support to management and the organization in the development of service and process excellence tasks


Education and experience:

  • University degree in Computer Sciences, IT or related technical/engineering field
  • Experience in similar position, being responsible for processes and/or tools
  • Experience in SW development, service design, IT and/or IT Infrastructure
  • Experience in ServiceNow tool, architecture and featues ITSM, ITOM, HAM/SAM, CSM
  • ITIL v3 foundation certification, ITIL expert certification preferred
  • Preferably certifications for ServiceNow tool and featues ITSM, ITOM, HAM/SAM, CSM
  • Preferably experience from driving operational improvement activities and projects
  • Preferably experience with working across different cultures
  • Preferably experience in agile methods (Scrum, Kanban), esp. In role ‘Product Owner’
  • Preferably experience in Telecommunications Industry and/or IoT solutions
  • Minimum of 5 years of experience in similar position with responsibility for processes and/or tools


What’s great about working with us:

  • Culture: Join a friendly team with different nationalities.
  • Open working space with Best-in-class equipment: High performance PC with hugh monitors.
  • Office timetable: M-Th 8.30 – 17.30 and Fri 8.30 – 15.30 (with flexible hours on demand).
  • Social benefits: Continuous training and coaching, private medical insurance, transport ticket, in-house parking.
  • Own canteen: take a break with our breakfast and lunch service: chose between a wild range of menus, salad desk and sandwiches service. Nicely prices!
  • You will be in a talented team: Everyone has a voice to give new ideas and improvements, feel involved on the project.
  • Location: El Prat de Llobregat. Easy communication by public transport o private transport.

$$  $$ HR Team Spain $$ $$ $$ $$

We are looking forward to receiving your application!

Giesecke+Devrient Mobile Security Iberia
C/ 114 nº 27, Polígon Pratenc
Cutting-edge technology for secure payment and con
I’m proud of what we do: