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IT Business Analyst (ServiceNow)


IT Business Analyst (ServiceNow)

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IT Business Analyst ( ServiceNow)
Zurich - Switzerland
Contract Role - 6 MONTHS

IT Business Analyst ( ServiceNow)

Zurich - Switzerland

Contract Role - 6 MONTHS

Our client, a well known Swiss company, is currently looking for anIT Business Analyst to support their project in Zurich - Switzerland.

Project Description

In your role as a Senior Business Analyst in the Enterprise Service Management team, you will work closely with stakeholders to understand business processes and requirements, perform assessments and create the required documentation to support implementation of ServiceNow based solutions.

  • Your key focus is to support solution implementations and enhancements to ensure excellent efficiency and customer experience.
  • Business partnering and advisory skills play a crucial role in your day to day interactions with customers, partners and other business stakeholders.
  • Working within a Scrum team, you will support the implementation of solutions using Agile methodology.
  • Our client mobilizes people, processes and technology to develop and maintain solutions for their business. Therefore, you will be shaping attitudes and circumstances, not just solutions.
  • You are expected to have the ability to formulate and express ideas clearly to your stakeholders.

Key Responsibilities

  • Act as a trusted partner, advisor and contact point for your business counterparts
  • Assess and improve customer experience and efficiency across your portfolio.
  • Help in shaping high performing teams with our outsourcing providers and partners.
  • Promote a feedback culture and empower a self-reliant team
  • Gather, structure/illustrate, document, review requirements and write user stories
  • Review and validate user acceptance criteria if provided by Product Owner
  • Engage with Customer Experience Manager and UX/CX Designer to incorporate customer feedback, usability and user interface needs when designing systems
  • Liaise with technical DevOps Teams and Service Representatives
  • Produce functional and business user documentation - including use cases, business rules and test scenarios
  • Validate proposed solution design against requirements
  • Support Product Owner in preparing UAT documentation and reviewing testing feedback

Skills and Experience required:

  • University degree in Computer Science, Business Administration or a comparable education/qualification.
  • 5+ years of hands-on experience in business analysis, project or solution/service management. Ideally in an IT Service / Process Management and consulting context.
  • Knowledge in other operations disciplines (e.g. Finance Group Operations) is a plus.
  • Experience in working with ServiceNow.
  • Strong interpersonal skills, superb communication, listening and facilitation skills.
  • Experience working in a highly outsourced environment.
  • Clear customer focus and ability to navigate ambiguity.
  • Strong interpersonal skills, superb communication, listening and facilitation skills.
  • Can easily grasp complex process, functional and technical concepts
  • Self-motivating, with a decisive and autonomous working style.
  • Good experience in coaching people
  • Experience working in an agile delivery model
  • Successfully handle pressure-filled situations and can guide your team to develop this skill.
  • Proficient in the ITIL framework and hands-on experience with ITIL processes. Project management experience is a plus.
  • Excellent command of both written and spoken English

Must have: +5 years BA, Project or Service Mgmt, Service Now, Financial Group Operations