ServiceNow Business Analyst

Iron Mountain Data Centers is seeking a proactive and effective ServiceNow Business Analyst to join our Service Management team.

In this role, you are not just gathering requirements—you are the "super BA" acting as the essential link between business needs and the full power of the ServiceNow platform.

You will work closely with our Platform Architect to lead the strategic evolution of our functional designs.

This role is 100% remote for candidates based in the UK, Hungary, or Poland.

What You'll Do (Responsibilities)

In this role, you will:

• Requirements Management: Manage the complete requirements lifecycle—from elicitation and functional specification to technical design alignment and final validation. You will capture and simplify business requirements directly within ServiceNow and curate a prioritized product backlog.
• Process Improvement & Platform Strategy: Proactively analyze current processes to address inefficiencies and design optimal future-state workflows that utilize automation. You will collaborate with the Platform Architect to transform long-term strategy into actionable user stories.
• Stakeholder Liaison & Leadership: Serve as the primary liaison between business and development teams, ensuring all parties agree on acceptance criteria. You will also act as a Scrum Master or core contributor, driving cross-functional collaboration and facilitating negotiations to resolve issues.
• Platform Advocacy: Serve as the Subject Matter Expert (SME) for all active modules and identify in-platform enhancements to improve user experience and ensure adherence to documented processes.

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What You'll Bring (Skills & Qualifications)

The ideal candidate will have:

• Experience: Proven experience on ServiceNow, Salesforce, or similar building management systems/CRM. Experience in the data center or REIT industry is preferred.
• Technical Expertise: Proficiency with the ServiceNow platform and Enterprise product suite, along with knowledge of the ITIL service management framework.
• Agile Proficiency: Solid experience with Agile/Scrum methodologies, including project ceremonies and artifacts.
• Analytical Skills: Exceptional critical thinking and structured problem-solving skills, with a proven ability to perform impact, gap, and cost/benefit analyses.
• Communication: Excellent technical writing and verbal communication skills; able to articulate complex concepts to both technical and executive audiences.
• Education/Certifications: A Bachelor’s degree in Engineering, IT/IS, or a related field (or professional certification). A ServiceNow System Administration Certification is highly desired.

What We Offer (Benefits)

• Location: 100% remote role from UK, Hungary or Poland
• Competitive Compensation: Salary and benefits aligned with your experience.
• Work-Life Balance: Flexible work options and alternative work arrangements to support your personal needs.
• Health & Wellness: Comprehensive health, wellness, and retirement plans.
• Growth: Opportunities for continuous learning and professional growth within a global organization.

Ready to Join Iron Mountain?

If you are a strategic thinker ready to drive the future of service management and automation, we want to hear from you.

Apply today to join a team that values innovation, collaboration, and professional excellence!