ServiceNow Business Analyst
Summary
Analyze and document ServiceNow-based IT service management processes, define KPIs/SLAs, and collaborate with developers to build reports and dashboards for enterprise clients.
SNI is serving as a trusted IT Outsourcing partner in line with the needs of World's most prestigious firms and carried out successful projects worldwide.
Responsibilities:
Facilitate workshops, gather requirements, and create Report Solution Design Documents (RSDDs) and Agile user stories.
Partner with ServiceNow PA Developers to build dashboards/scorecards and lead UAT sign-offs.
Define and track supplier SLA/KPI metrics, supporting monthly reviews, gap analysis, and penalty/earn-back reporting in a multi-vendor environment.
Assess As-Is SLA/KPI/OLA frameworks to identify gaps and drive continuous service improvements.
Skills:
5+ years of BA experience with deep knowledge of the ServiceNow platform, specifically Performance Analytics (PA) and reporting.
Proven track record of defining, managing, and optimizing SLA/KPI/OLA frameworks.
Experience working in multi-vendor, multi-supplier (SIAM) operating models.
Proficiency in Agile methodologies, user story creation, process mapping, and functional specifications.
Excellent communication skills to translate business needs into technical specifications.
Nice to have:
ServiceNow Certified System Administrator (CSA).
ITIL Foundation (or higher) certification.
Experience in the Insurance sector.
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