Senior Business Analyst / ITSM Knowledge Manager

Overview Senior Business Analyst / ITSM Knowledge Manager

Senior Business Analyst / ITSM Knowledge Manager. German Speaking. Barcelona, Spain. Flexible Start Date from September 2025 onwards. Permanent (in-house) Job. Salary : €37,600 - €43,700 + Great Benefits! END-CLIENT.

Our end-client is a well known retail company based in Barcelona, Spain. This is a Senior Business Analyst role focusing on Knowledge Management within the context of the ServiceNow ITSM Platform.

In which you will become a Process Expert for Service Level Management (SLM / ITSM) / Global IT Service & IT Support and Knowledge Management for all the current IT systems being used and for all future IT systems rolled out.

Responsibilities As an ITSM Knowledge Manager, you will support the operational implementation of knowledge management topics within the ITSM (IT Service Management) context.

You will work closely with other IT teams to establish the use of knowledge within IT support processes based on ServiceNow.

You will analyze business needs, identify areas for improvement, and report on the results.

You will support local IT units in the individual national subsidiaries in implementing best practices.

You will moderate meetings and independently coordinate interviews and assessments within the knowledge management framework.

You will motivate and inspire our customers and IT colleagues regarding knowledge management.

In addition, you will also analyse all the business processes within the company and the various IT systems they use to establish the importance of each technology. You will then find out how critical these systems are and how long it would take to fix. You will then negotiate between the business users and IT Technical Support Department to establish the SLA (Service Level Agreements) for each type of technology to ensure that the most urgent business critical issues are assigned the highest priority level and can be resolved by the IT support team within an acceptable timeframe.

Required Skills and Experience You must have experience as a Business Analyst within any enterprise-grade ITSM platform.

You must have experience with Knowledge Management.

Ideally, you have a good understanding of how to organize and effectively provide knowledge management in IT service & support.

You should have high motivation, innovative and solution-oriented ideas, professional demeanor, strong communication, presentation and organizational skills.

Must be familiar with SLA (Service Level Agreements).

Nice to have but not mandatory Experience with ServiceNow is a strong plus but nice to have.

Knowledge of ITIL is nice to have

Languages Must have strong German language skills, minimum B2 level

Must be fluent in English

Salary Package The Fixed Basic Salary on offer is subject to your level of skills, knowledge and experience and ranges between €37,600 - €43,700 gross per annum

Fantastic above inflation annual pay rises every year

Great family / work life balance

30 days holiday per year

On top of your annual basic salary, the company offers over €4,000 in additional company fringe benefits such as :

Company laptop

Health insurance

Restaurant tickets

E-Bikes and ride sharing apps

and more...

Remote Working The company has a hybrid working model :

60% remote work per month!

You will have the freedom to choose which days you want to work in the office and which days to work remotely. There is no set schedule and you have complete freedom to pick and choose your which days to an extent. There will be some days when a team meeting / workshop is scheduled and you must attend the office on the specified day.

You can NOT work remotely from outside of Spain. If you do not live in Spain, then you must relocate to Spain. You can live anywhere in Spain as long as you are willing to commute to the Barcelona office 40% per month (ideally 1 -2 days per week in the office).

Sponsorship for a Spanish work permit is NOT possible. All candidates must therefore already have the right to work in Spain before applying.

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