ServiceNow Analyst

4 tygodni temu

Warszawa, mazowieckie, Polska Experis Manpower Group Pełny etat 15 zł - 120 zł

Start date: ASAP / 1 month / flexible

Duration: Long term (12 months with further extensions)

Work model: 100% remote

Type of cooperation: B2B


Overview

We are looking for an experienced Business Analyst to join a long-term ServiceNow transformation project focused on Service Level Management (SLM) and Operational Reporting. This is a fully remote role involving close collaboration with platform architects, developers, and analytics specialists to design, document, and implement SLA/KPI dashboards and reporting solutions using ServiceNow Performance and Platform Analytics.


Responsibilities

  • Conduct discovery of current Operational and Service Levels (SLA/KPI/OLA)

  • Analyze existing dashboards and identify areas for improvement

  • Lead client workshops to gather reporting requirements

  • Recommend enhancements to Service Levels and Operational Dashboards

  • Document SLAs/KPIs in RSDDS (Report Solution Design Documents) format

  • Obtain client approval for SLA/KPI implementation in ServiceNow

  • Create user stories for approved Service Levels and Operational Reports

  • Collaborate with ServiceNow Developers and Analytics Developers to build SLA definitions and dashboards

  • Present dashboard designs and obtain sign-off for QA and production deployment

  • Participate in unit and regression testing

  • Contribute to the creation of Technical Design Documents

  • Develop standard processes for Service Level Management

  • Prepare training materials (PowerPoint) from both functional and technical perspectives

  • Conduct functional and technical training workshops


Requirements

  • 3+ years of experience in ServiceNow Service Level Management consulting

  • 3+ years of experience with ServiceNow Performance/Platform Analytics

  • Strong understanding of ServiceNow functionality and IT Service Management (ITSM)

  • Excellent presentation skills, including professional PowerPoint creation and delivery

  • Experience with ServiceNow Agile and mapping stories to epics (nice to have)

  • Experience in developing UAT test scripts for SLM and Operational Reporting


We offer

  • MultiSport Plus

  • Group insurance

  • Medicover Premium

  • Access to an e-learning platform

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