Cyclad

IT & Business Analyst – ServiceNow Performance Analytics

90 - 130 PLN/ godz./ godz.B2BB2B (netto)

SeniorZdalnie·KrakówFull-time·B2B

#434306·Dodano dwa miesiące temu·3

Źródło: Cyclad

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Tech Stack / Keywords

ServiceNowPerformance AnalyticsSLAKPIAgile ITIL

Firma i stanowisko

Cyclad collaborates with top international IT companies and is currently seeking a professional to join an international team supporting analytics, reporting, and service performance management within the insurance industry.

Wymagania

At least 5 years of professional experience in Business Analysis, Functional Analysis, or a similar role
Strong hands-on experience with the ServiceNow platform, particularly Performance Analytics and reporting
Experience defining, implementing, and managing SLA/KPI frameworks
Strong experience gathering and translating business requirements into functional and technical requirements
Experience creating user stories, acceptance criteria, functional specifications, and process documentation
Good understanding of reporting, dashboards, performance metrics, and data analysis
Experience working in Agile environments
Strong analytical and problem-solving skills
Excellent stakeholder management and communication skills
Ability to collaborate effectively with business, technical teams, and external suppliers
Strong attention to detail and focus on data accuracy
Very good English communication skills

Nice to have:

Experience working within SIAM or complex multi-vendor environments
Experience in the insurance industry
ServiceNow Certified System Administrator (CSA)
ITIL Foundation certification or higher
Experience with supplier performance management and service governance

Obowiązki

Conduct As-Is assessments of existing SLA, KPI, and OLA frameworks and identify improvement opportunities
Facilitate workshops with business and technical stakeholders to gather operational, reporting, and analytics requirements
Define and document SLA/KPI metrics aligned with business objectives and industry best practices
Prepare and maintain Report Solution Design Documents (RSDDs) for agreed metrics, reports, and dashboards
Translate business requirements into user stories, acceptance criteria, functional specifications, and process documentation
Collaborate closely with ServiceNow Performance Analytics Developers to design dashboards, scorecards, and reports
Validate SLA/KPI definitions and reporting outputs with stakeholders and coordinate final sign-off
Support UAT, testing activities, and solution demonstrations
Analyze service performance trends, identify gaps, and recommend corrective or improvement actions
Support continuous improvement initiatives and service performance governance
Define and track supplier SLA/KPI metrics within a centralized ServiceNow environment
Support reporting related to service performance, including penalties and earnbacks
Contribute to monthly performance reporting and supplier review processes
Collaborate with suppliers and internal stakeholders to address underperforming metrics and establish improvement plans

Benefity

100% remote working model
Full-time cooperation based on a B2B contract
Private medical care with dental care (70% of costs covered)
MultiSport card, also available for an accompanying person
Life insurance

Opieka zdrowotna

Karta sportowa

Ubezpieczenie

Inne informacje

Only candidates with citizenship in the European Union and residence in Poland are considered.

Cyclad

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