Business Analyst, Servicenow Product Management, Central Tech

Servicenow Business Analyst

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Description

We are looking for a ServiceNow Business Analyst to join the B.Now team in Amsterdam. Partnering with Product and various Platform specialists, you will serve as a bridge between the B.Now team and stakeholders across the organization, synthesizing complex business requirements into precise functional specifications and acceptance criteria. In this role, you go beyond administrative and implementation support. You will play a key role in ensuring that our solutions, integrations and discovery processes deliver a ServiceNow Platform that is trusted and reliable, with workflows and controls that are consistent, auditable and easy to adopt.

Key Job Responsibilities and Duties:

• Draft developer-ready work items by translating roadmap outcomes into INVEST-quality user stories, CSDM/CMDB-aligned field and relationship definitions, decision logs, and testable acceptance criteria that meet a clear Definition of Ready.
• Model and standardize CI/service lifecycles by documenting as-is/to-be processes (e.g., BPMN) and embedding control points (ownership, audit trail requirements, certification steps) needed for governance and widespread adoption.
• Define and maintain source-to-target data contracts for complex integrations, mapping fields and transformation rules (including exception handling) to ensure data integrity and alignment with the target model.
• Facilitate alignment among distributed stakeholders across different organizations by leading requirements workshops, resolving edge cases and conflicts (definitions, naming, mandatory attributes) before work enters the sprint.
• Validate intent before sign-off by performing initial functional checks against acceptance criteria (happy path + key edge cases) and ensuring outcomes match the business objective prior to demos/release.

Qualifications & Skills:

• 5+ years experience in a BA / Functional Analyst role driving requirements in complex, multi-stakeholder enterprise programs.
• Strong ServiceNow platform fluency (data model, tables/fields/relationships, security/roles/ACL implications, workflows/automation concepts) with sound judgment on out-of-the-box capability vs customization.
• Proven requirements engineering skill: turns ambiguity into clear decisions and measurable outcomes, improving delivery predictability and reducing churn/rework.
• Integration analysis experience: defines data requirements, mapping logic, reconciliation/system-of-record rules, and exception handling for API-based integrations.
• CMDB/CSDM and data governance mindset: aligns requirements to a target model and prioritizes data integrity, lifecycle consistency, and auditability.
• Skilled facilitator who can align federated stakeholders, resolve taxonomy disagreements, and document outcomes clearly.
• Process modeling capability (BPMN/Miro/Lucid) to document as-is/to-be workflows clearly.
• No need to write code, but should be comfortable translating requirements into platform logic and data models.

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

This role does not come with relocation assistance.

1. Recruiter Phone Screen
2. Business Interview 1 - Hiring Manager Interview
3. Business Interview 2 - Craft Interview
4. Business Interview 3 - Domain and Technical Knowledge
5. Final Interview

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.