Service Now Business Analyst (zdalnie)

• Minimum 5 years of professional experience in a similar role.
• Very good knowledge of the ServiceNow platform, particularly Performance Analytics and reporting.
• Experience in defining and managing SLA/KPI frameworks.
• Strong analytical and problem-solving skills.
• Experience working in Agile methodologies and creating user stories.
• High communication skills and engagement in working with stakeholders, including translating complex business requirements into clear technical requirements.
• High attention to detail and data accuracy.

Nice to have:

• Experience in SIAM or multi-vendor environments.
• Certifications such as ServiceNow Certified System Administrator (CSA) or ITIL Foundation (or higher).
• Experience in the insurance domain.
• English language proficiency at B2 or C1 level for fluent communication in an international environment.
• Availability ASAP; acceptable maximum one-month notice period effective at month-end.

• Long-term cooperation with an international consulting firm providing IT services to large and medium-sized companies.
• Long-term cooperation with an international insurance sector company supporting the SIAM operational model in SLA/KPI reporting and supplier performance monitoring.
• Developing technical solutions supporting business requirements, including writing technical specifications, user stories, user guides, and process diagrams.
• Conducting As-Is analysis of SLA/KPI/OLA frameworks and identifying optimization areas.
• Running workshops with stakeholders to collect business, operational, and reporting requirements.
• Defining and documenting SLA/KPI metrics linked to business goals and market best practices.
• Creating and maintaining project documentation for reporting solutions (Report Solution Design Documents – RSDDs) for defined metrics and dashboards.
• Translating business requirements into user stories, acceptance criteria, and functional specifications.
• Collaborating with ServiceNow PA developers to build dashboards, scorecards, and reports.
• Validating SLA/KPI definitions and dashboard results with stakeholders and obtaining formal approval.
• Supporting UAT processes, testing cycles, and presentations of finished solutions.
• Analyzing trends, identifying performance gaps, and recommending corrective actions.
• Supporting continuous improvement initiatives and service performance governance.
• Supporting defining and tracking SLA/KPI metrics for suppliers within the centralized ServiceNow platform, including reporting penalties and earnbacks.
• Supporting monthly performance reporting, supplier reviews, and managing performance declines with suppliers.