Job Title
Product Definition Analyst 3
Summary of the Role
Join us as a Product Definition Analyst 3 focused on ServiceNow Customer Service Management (CSM) and Order Management (OM/Sales Order Management — SOM). You will collaborate with stakeholders to analyse requirements, enhance processes, and deliver scalable solutions aligned with ServiceNow best practices.
This role contributes to key initiatives across the broader Lead‑to‑Cash (L2C) value chain —
Lead → Opportunity → Order → Fulfillment → Payment.
You will be working in a global, inclusive, and customer‑centric environment.
In This Role You'll
Gather and analyse customer and business requirements across CSM, OM/SOM, and related Lead‑to‑Cash processes. Maintain a well‑structured backlog and collaborate with product teams and vendors.
Review demands against ServiceNow platform capabilities — especially across order capture, order enrichment, sales order management, and order fulfillment — and recommend best‑practice‑aligned solutions.
Facilitate workshops, refinement discussions, and UAT sessions, preparing and updating test scenarios with stakeholders.
Provide updates on product evolution, share guidance on platform capabilities, and support continuous process improvements.
Document processes, functional flows, and ensure effective communication across cross‑functional and multicultural teams.
About The Ideal Candidate
A strong Business Analyst with excellent hands‑on experience in ServiceNow CSM.
Experience in at least one or two cycles of Order Management (OM) or Sales Order Management (SOM) — including order capture, enrichment, and fulfilment. This OM/SOM experience may be within or outside ServiceNow.
Experience being part of an integration project, preferably involving CSM, OM/SOM, or Lead‑to‑Cash workflows.
Familiarity with broader L2C processes and understanding how CSM and OM/SOM integrate into the enterprise order lifecycle.
Good understanding of ServiceNow platform capabilities, dependencies, and data models across CSM, OM/SOM, and related applications.
ITSM familiarity is a plus, especially for cross‑functional workflows intersecting with CSM.
Strong communication skills with the ability to collaborate across technical and non‑technical teams in a global environment.
Experience working in Agile methodologies, with exposure to Scrum or SAFe frameworks.
Strong analytical and problem‑solving skills with the ability to translate business needs into user stories, acceptance criteria, and functional documentation.
What We Can Offer You
A meaningful mission – Shape the future of digital workflows with purpose-driven work.
A global environment – Collaborate with colleagues and customers worldwide.
Continuous learning – Access on-the-job training and formal learning opportunities.
A welcoming culture – We value diversity, equity, and inclusion in everything we do.
Transparent rewards – Competitive salary, bonus, and comprehensive benefits.
Flexible working – Choose how and where you work best.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.