Senior Business Analyst (ServiceNow)

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Are you a ServiceNow expert who bridges the gap between business needs and technical delivery? We're looking for a Senior Business Analyst to own the evolution of our ServiceNow platform — driving process improvements, shaping integrations, and making sure our client-facing tools work at their best.

🔧 What you'll own

• Platform optimization — Drive ServiceNow governance and continuous improvement across teams
• Stakeholder alignment — Translate complex business needs into clear functional specs and user stories
• System integrations — Define APIs, data flows, and middleware dependencies for seamless connectivity
• Agile delivery — Support backlog refinement, sprint planning, and UAT validation end-to-end.

📋 Day-to-day responsibilities

• Gather, document, and translate stakeholder requirements into user stories, functional specs, and acceptance criteria for development teams.
• Analyse user workflows and system usage to identify process improvement and functionality opportunities within ServiceNow.
• Build workflow diagrams and process documentation, collaborating with developers, QA, and the Scrum Master to deliver platform enhancements.
• Support UAT validation, issue resolution coordination, and integration definition including APIs, data flows, and middleware dependencies.
• Maintain platform documentation covering system functionality, user processes, and operational work instructions.
• Participate in ServiceNow upgrade planning, feature releases, and ongoing governance initiatives.

✅ What we're looking for

• Bachelor's or Master's degree in a related field.
• 8+ years of experience in business analysis, software development, or related roles.
• Hands-on experience with ServiceNow or similar ITSM/CRM platforms.
• Strong ability to document business processes, user workflows, and functional requirements.
• Excellent written and verbal communication skills in English.
• Comfortable presenting to executives and cross-functional stakeholders.

📍 Hybrid — Office based in Polanco, Mexico City

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