ServiceNow Business Analyst - FREELANCE

Location - Portugal

Hybrid - 3 days remote/2 days on site (Porto/Lisbon)

Language - Portuguese and English fluently

For our client we are seeking an experienced Senior ServiceNow Business Analyst to support application maintenance and ongoing projects for a long-term engagement.

This role plays a critical part in bridging the gap between business stakeholders and the ServiceNow development team, ensuring solutions are aligned with business needs, ITIL best practices, and platform capabilities.

• Work closely with business stakeholders to gather, analyse, and document ServiceNow requirements
• Support application maintenance, including: Operational support, Corrective maintenance, Evolutionary enhancements, Project-based initiatives
• Analyse existing processes and workflows, identifying gaps, inefficiencies, and improvement opportunities
• Recommend and help implement best practices for: Incident Management, Problem Management, Change Management, Asset Management
• Ensure all solutions are aligned with ITIL principles and organisational policies
• Act as the primary liaison between business users and the ServiceNow development team

• 5+ years’ experience as a Business Analyst working hands-on with ServiceNow
• Strong, end-to-end knowledge of the ServiceNow platform
• Proven experience with ITSM and CSM
• Solid understanding of ITIL processes and frameworks
• Excellent stakeholder management and communication skills

Are you or anyone you know ready for a new project?