Business Data Analyst (ServiceNow)

Capgemini is an AI-powered global business and technology transformation partner delivering tangible business value. With nearly 60 years of heritage, Capgemini is a diverse group of over 420,000 team members across more than 50 countries. The company offers end-to-end services leveraging AI, technology, design, engineering, and business operations expertise.

• Strong experience in 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 (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 Performance Analytics 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