A major Belgian financial institution runs a dedicated Service Now squad within its Customer Servicing and Efficiency area to provide an End2End workflow platform that manages client requests and internal operations. This senior Business Analyst / Functional Analyst role focuses on functional analysis and requirements definition for Service Now, using UML and ARIS modelling, mock-ups and workflow design to translate business needs into implementable features.
The mission
The squad delivers an intuitive, adaptive workflow tool that gives employees real-time transparency, dynamic workload balancing and simplified cross-team collaboration. Work spans requirement gathering, process and data modelling, and functional design for the Service Now platform used by multiple internal teams. Deliverables follow the tribes standards for documentation, testing and change management.
On a daily basis you will lead the functional analysis of new features and improvements, create UML and ARIS models and produce mock-ups that clarify acceptance criteria. You will write functional specifications for the Service Now development team, play a role as Opus owner or feature owner in Agile ceremonies, coordinate end-to-end testing and help onboard business users to new functionality.
Your responsibilities
- Gather and validate business needs with stakeholders and convert them into clear, testable functional requirements.
- Model end-to-end processes and data flows using UML and ARIS to make implementation decisions visible and auditable.
- Produce mock-ups and functional specifications for delivery teams so developers and testers can progress autonomously.
- Lead functional acceptance testing and coordinate end-to-end test scenarios to ensure quality of Service Now releases.
- Act as Opus owner / feature owner in Agile delivery, managing scope, risks and impediments for your features.
- Drive change management and onboarding activities, mapping delivered functionality to business processes.
Your profile
Essential skills
- Senior-level business analysis capability, able to run functional analysis end to end and take ownership of features.
- Practical experience with UML and ARIS process modelling and producing mock-ups to validate requirements.
- Strong understanding of workflow processes and how they map to Service Now constructs.
- Excellent stakeholder management and communication skills, both written and verbal.
- Strong MS Office skills for documentation, reporting and stakeholder presentations.
- Analytical, structured and delivery-oriented, able to work autonomously within an Agile team.
Preferred skills
- Practical knowledge of Service Now platform or previous involvement in Service Now projects.
- Experience in Agile roles such as Opus owner, feature owner or product owner.
- Familiarity with banking processes or regulated financial services projects.
Languages
- Dutch, C1
- French, C1
- English, C1
Education
- Master degree or equivalent professional experience