Who is BTO Research?
BTO Research is a consulting firm, part of the Relatech Group, that has been supporting its clients in innovative projects for over 15 years, ensuring a customized approach to meet market challenges.
Founded in 2008, we have gathered and enhanced the historical experience of consulting to which we have added two key elements: research and innovation.
This journey has led us to a team of over 300 professionals across four countries, with numerous projects and the most cutting-edge knowledge in Project Management, Digital Transformation, Change Management, Cybersecurity and Digital Marketing.
We believe in the value of excellence and promote an environment where people can grow together, thanks to the contamination between different skills.
Business Analyst – ServiceNow / ITSM:
Your role
We are currently looking for an experienced Business Analyst with strong ServiceNow expertise to support the evolution and optimization of IT Service Management processes within a large enterprise environment.
The consultant will work closely with business stakeholders and IT teams to analyze requirements, structure functional specifications, and support the implementation of solutions on the ServiceNow platform.
Gathering, analyzing and formalizing business requirements from stakeholders and end users
Facilitating workshops with Service Owners and IT teams to clarify needs and processes
Translating business requirements into functional solutions aligned with ServiceNow standards and best practices
Writing user stories, use cases, functional specifications and acceptance criteria
Performing gap analyses and proposing improvements to ITSM processes
Defining business rules and supporting process design
Working closely with technical teams to ensure proper implementation of the solution
Supporting testing phases (SIT / UAT) and coordinating validation with business stakeholders
Ensuring proper documentation and knowledge transfer
Requirements
ServiceNow Certified System Administrator (CSA) certification
ServiceNow ITSM certification
Several years of experience as a Business Analyst in large organizations
Strong functional knowledge of ServiceNow ITSM modules, including:
Incident
Service Catalog
Knowledge
Change
Problem
CMDB
Additional experience with:
Service Operations Workspace
Employee Center
Good understanding of:
ITIL best practices
Catalog item creation and structuring (forms, workflows, acceptance criteria)
ServiceNow Agile Development module
Process automation logic (RITM sequencing)
Mandatory Languages
English and French
Nice to have
Strong analytical and problem-solving skills
Excellent communication with both business and technical stakeholders
Ability to facilitate workshops and structure complex requirements
Experience working in large transformation or platform implementation projects
Where: Luxembourg, on-site presence required
What We Offer
✨ A dynamic, young, and fast-growing environment
Flexible thinking and working approaches
Hands-on experience in a stimulating, project-based context
Opportunities to learn from industry professionals
On-the-job training (and more)
The chance to work on real projects with tangible impact
The chance to work on real projects with tangible impact
Inclusion & Equal Opportunity
We believe in people, diversity, and meritocracy. Our recruitment processes are open to everyone—regardless of gender, ethnicity, orientation, or ability. For us, talent is a matter of energy, not labels.
Discover more about us #BTO
Explore our world at www.relatech.com
