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
Say HI and learn more about working at Thales (Click Here)
#LI-JCB
#LI-HYBRID
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!Skills Required
- Bachelor's or Master's degree in a related field
- 8+ years of experience in business analysis or software development
- Hands-on experience with ServiceNow or similar ITSM/CRM platforms
- Strong ability to document business processes and functional requirements
- Excellent written and verbal communication skills in English
- Comfortable presenting to executives and stakeholders
Thales Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thales and has not been reviewed or approved by Thales.
-
Retirement Support — Retirement plans with employer contributions and matches, profit sharing, and share purchase opportunities are emphasized across multiple regions. These elements are positioned as competitive components of total rewards.
-
Leave & Time Off Breadth — Generous PTO that increases with tenure, paid holidays, and paid military, maternity, and paternity leave are described. This breadth supports work–life balance across locations.
-
Flexible Benefits — Hybrid work options, flexible schedules, and parental supports such as childcare benefits and leave for sick children are available in several markets. Flexibility is presented as a core part of the employee experience.
Thales Insights
What We Do
Thales is a global high technology leader investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum technology – to build a future we can all trust, which is vital to the development of our societies. The company provides solutions, services and products that help its customers – businesses, organisations and states – in the defence, aeronautics, space, transportation and digital identity and security markets to fulfil their critical missions, by placing humans at the heart of the decision-making process.
