Senior ServiceNow Business Analyst

We are seeking an experienced Senior ServiceNow Business Analyst to join our dynamic team.
The successful candidate will play a pivotal role in maintaining, developing, and optimizing our ServiceNow platform. This position offers the opportunity to work closely with internal customers to understand their needs and enhance the functionality of our IT Service Management (ITSM) processes.
This position offers hybrid setup with the flexibility to work from any location in Latvia, whether it's your home or our office in Riga.

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Responsibilities

• Oversee current ServiceNow environments, ensuring stability and efficiency
• Collaborate with stakeholders to identify and analyze business requirements
• Design and implement enhancements to existing ServiceNow modules, including Demand, Project, and Portfolio
• Lead the development of new modules tailored for our internal customers' needs
• Coordinate with the IT and development teams to streamline delivery processes
• Apply Agile methodologies to balance development tasks and operational support activities
• Ensure alignment of ServiceNow configuration and deployment with organizational goals
• Provide expert-level support during transition phases
• Monitor performance metrics and suggest strategies for continuous improvement
• Train and mentor junior staff on ServiceNow functionalities

Requirements

• Background of at least 3 years in a ServiceNow environment
• Expertise in ServiceNow, especially in SPM and ITSM modules
• Proficiency in Demand, Project, and Portfolio modules
• Qualifications in Business Analysis or a related field
• Skills in Agile delivery methods
• Competency in analyzing complex business scenarios and proposing solutions
• Capability to manage multiple priorities and stakeholders effectively
• Proficiency in documentation and change management processes
• Fluent English communication skills at a B2+ level

Nice to have

• Additional ServiceNow certifications
• Background in ITIL framework
• Competency in additional ITSM tools

We offer

• Engineering Heritage: Best-in-class experts sharing a culture of engineering excellence and tackling complex engineering challenges for over 30 years
• Advanced Tech Stack: Innovative projects where you can apply or enhance your expertise in Cloud, Data, AI, and other emerging technologies
• World-Class Clients: Work closely with 295+ of the Forbes Global 2000 on creating disruptive solutions that make a global impact
• Professional Growth: Exceptional support for career development with comprehensive resources for upskilling or reskilling in pioneering practices
• GenAI Community: Strong AI competencies with 600+ experts across 55+ locations driving GenAI-enabled transformation journeys
• Entrepreneurial Culture: If you're passionate and dedicated to improving business transformation, we provide the support you need to bring your ideas to life
• Hybrid Setup: The flexibility to work from any location in Latvia, whether it's your home or our office in Riga
• Other Benefits: Additional vacation and trust days, private health insurance, Employee Stock Purchase Plan and more

Salary range €3.4K-€4.9K gross, based on your experience and interview results.
About EPAM
EPAM is a leading global provider of digital platform engineering and development services. For over 30 years, our team has helped leading brands navigate the waves of digital transformation, building solutions that help them stay competitive through constant market disruption.
With offices in 55+ countries, EPAM has grown in Latvia to over 150+ talented innovators in 3 years. We foster creativity and unconventional ways of doing things, welcoming like-minded professionals to join us.