Business Data Analyst (ServiceNow)

Your role

As a Business Data Analyst, you will work on projects that help clients transform data into meaningful business insights. You will lead the definition of SLA, KPI, and service-performance frameworks and design reporting solutions, dashboards, and analytics using ServiceNow Performance Analytics or Power BI. By combining business analysis, stakeholder engagement, and data visualization expertise, you will deliver solutions that support data-driven decision-making and measurable business value.

Your tasks

• Conduct As-Is assessments 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 the 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.

Your profile

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

Benefits

• Yearly financial bonus, private medical care with additional packages available on preferential terms, life insurance, and access to the NAIS benefit platform.
• Access to more than 70 training tracks and certification opportunities, including GenAI, Excel, Business Analysis, and Project Management, through the NEXT platform.
• Free access to the Education First language platform, TED Talks, and Udemy Business materials and training.
• Work with current technologies and platforms.
• Hybrid working model after onboarding, with a home-office package including a laptop, monitor, and chair.