IT & Business Analyst – ServiceNow Performance Analytics

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.

• 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

• 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

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