Business Analyst for ServiceNow

Job Type: Analysis
Contract Type: Freelance or Employee
Job Location: Brussels
Sector: Banking & Insurance
Languages: FR & NL & EN

Mission context

Bank strategic program regarding the rollout of a ‘New Contact Strategy’ with deployment of a new multi-media ‘contact’ solution and migration of activities (onboarding) to the new solution.
Service Now will be deployed to support this ‘customer centered’ servicing approach.

Function description

  • Identify and understand the business/client needs (client centricity), challenges them when required and helps the business reflect on the needs wrt the ‘fit with the tool’ and the tooling strategy
  • Define and analyze the business model using modelling techniques and methods.
  • Analyses and translates the business/client needs in requirements towards the building of target solution(s) in the ‘contact’ platform (solution oriented). Formalize the requirements in the standard used by the tribe / squad. Liaise with other contributors when required.
  • Prepares and participates to the end-to-end testing of new functionalities to deliver maximal quality.
  • Helps businesses onboard on the new solutions by mapping the needs with the functionalities offered in the ‘contact’ tool and service now.
  • Act as interface between the stakeholders, communicates fluently (oral and written)
  • Identify, commmunicates and manage the constraints, impediments, risk(s) and issues to keep qualitative delivery on-track.
  • works autonomously while being a strong team player

Language requirements

Dutch : Strong written and spoken communication skills
French : Strong written and spoken communication skills
English : Strong written and spoken communication skills


  • Master or equivalent by experience

Technical experience


  • Experience with conceptual modelling techniques and methods
  • Good expertise in MS Office
  • Good understanding of IS and testing


  • Technical acquaintance (strongly recommended)
  • Knowledge and interest in Digital solutions (chat, chatbot, semantic analysis..)

Business experience


  • Good understanding of work flow processes
  • Excellent analytic skills
  • Customer centricity and empathy
  • Great communicative skills


  • Knowledge of the Agile methodolody (strongly recommended)
  • Knowledge of BNP Paribas Fortis or bank sector

Soft skills

  • Customer centric
  • Analytical mind – conceptual thinking, curious.
  • Negotiation and persuasion skills ; good communication skills
  • Structured approach
  • Able to work independently and to take initiatives. Autonomous worker
  • Problem-solver
  • Quality-minded and eye for detail
  • Goal-oriented (delivery)
  • Open to change and ability to integrate change in the roadmap
  • Self-leading (empowered + end-to-end ownership)

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