ServiceNow Business Analyst

Responsibilities

• Facilitate workshops, gather requirements, and create Report Solution Design Documents (RSDDs) and Agile user stories.
• Partner with ServiceNow PA Developers to build dashboards and scorecards and lead UAT sign-offs.
• Define and track supplier SLA/KPI metrics, supporting monthly reviews, gap analysis, and penalty/earn-back reporting in a multi-vendor environment.
• Assess As-Is SLA/KPI/OLA frameworks to identify gaps and drive continuous service improvements.

Skills

• 5+ years of BA experience with deep knowledge of the ServiceNow platform, specifically Performance Analytics (PA) and reporting.
• Proven track record of defining, managing, and optimizing SLA/KPI/OLA frameworks.
• Experience working in multi-vendor, multi-supplier (SIAM) operating models.
• Proficiency in Agile methodologies, user story creation, process mapping, and functional specifications.
• Excellent communication skills to translate business needs into technical specifications.

Nice to have

• ServiceNow Certified System Administrator (CSA).
• ITIL Foundation (or higher) certification.
• Experience in the Insurance sector.