Business Data Analyst (ServiceNow)

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. It has nearly 60 years of heritage, with over 420,000 team members in more than 50 countries. The company offers end-to-end services and solutions leveraging expertise in strategy, technology, design, engineering, and business operations.

• Strong experience with reporting tools such as ServiceNow platform (Performance Analytics) and Power BI
• Experience defining metrics enabling data-driven decisions, including SLA/KPI frameworks in ServiceNow
• Experience in ITSM, SIAM, or multi-vendor environments preferred
• Knowledge of SQL, data analysis techniques, and developing ETL processes, with reports modeling using DAX
• Excellent communication and stakeholder management skills within project environments
• Strong analytical and problem-solving skills
• Experience gathering, analyzing, and documenting technical requirements, and proposing effective technical solutions
• Fluent English, both spoken and written (C1)

• Conduct As-Is assessment of current SLA/KPI/OLA frameworks and identify improvement opportunities
• Facilitate stakeholder workshops to gather, analyze, and translate business requirements into user stories, acceptance criteria, and functional specifications
• Define and document SLA/KPI metrics aligned with business objectives and industry best practices
• Create and maintain Report Solution Design Documents (RSDDs) for agreed metrics and dashboards
• Build dashboards, scorecards, and reports
• Configure and manage PA indicators, data collectors, breakdowns, and scheduled jobs
• Validate SLA/KPI definitions and dashboard outputs with stakeholders and obtain sign-off
• Support UAT, testing cycles, and solution demonstrations
• Monitor and troubleshoot data collection failures and analytics issues
• Analyze trends, identify performance gaps, and recommend corrective actions
• Support continuous improvement initiatives and service performance governance
• Support definition and tracking of supplier SLA/KPI metrics within a centralized ServiceNow platform
• Enable reporting for penalties and earnbacks tied to service performance
• Support monthly performance reporting and supplier review processes

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. They evaluate individuals based on qualifications and performance, not personal characteristics, striving for a workplace where everyone can succeed and feel valued.