ServiceNow Business Analyst

SNI is a trusted IT outsourcing partner that delivers high-impact projects for prestigious global organizations. We are currently seeking a skilled ServiceNow Business Analyst to join our team and help drive excellence in service management and reporting.

Key responsibilities

• Facilitate workshops, gather requirements, and create comprehensive Report Solution Design Documents and Agile user stories.
• Partner with ServiceNow PA Developers to build dashboards and scorecards while leading UAT sign-off processes.
• Define and track supplier SLA, KPI, and OLA metrics to support monthly reviews and gap analysis.
• Assess existing service frameworks to identify improvement opportunities and drive continuous service optimization.

Requirements

• At least 5 years of experience as a Business Analyst with deep knowledge of the ServiceNow platform, specifically Performance Analytics and reporting.
• Proven track record of defining, managing, and optimizing complex SLA, KPI, and OLA frameworks.
• Experience working within multi-vendor and multi-supplier operating models.
• Strong proficiency in Agile methodologies, process mapping, and translating business needs into technical specifications.

What we offer

• Opportunity to work on high-profile international projects within a professional IT outsourcing environment.
• Full remote work flexibility allowing for a balanced professional life.
• Exposure to advanced ServiceNow implementations and complex service management ecosystems.
• Support for professional growth and collaboration with experienced industry experts.