SNOW (CSM/ITSM) Business Analyst

Description de l'emploi :

In the scope of two large ServiceNow CSM/ITSM transformation projects we are looking to strengthen our ServiceNow functional team with an experienced business analyst specialized in ServiceNow CSM and ITSM.

Dans ce rôle vous :

Act as the link between internal customers and the external vendor in charge of the project implementation and will work with other business analysts.

Livrables que nous attendons :

Gathering, analyzing and reviewing internal customer requirements, helping to maintain a backlog in collaboration with the external vendor and other Product Owners / Business Analysts.
Helping review each demand in relation to the platform out of the box features and guarantee that if a change is necessary ServiceNow best practices are followed or an alternative solution is proposed.
Providing guidance on process evolutions and platform capabilities.
Keeping up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team.
Working in autonomy on their perimeter, involving developers, peers and management when required.
Helping organize UATs, and working on building and updating key test scenarios together with the external vendor.
Proposing improvement actions on their functional perimeter.
Helping drive functional workshops with the end users, assisting the vendor and the internal stakeholders and ensures key topics are addressed.

Le candidat idéal

4+ years Hands-on experience in the Business Analyst / Product Manager / Product Owner role on the Servicenow platform.
Extensive knowledge and hands on experience of :
- CSM (Case Management and related processes, CSM Portal)
- ITSM (incident, request)

Good knowledge if ITIL
Experience of large transformation projects is a plus
Experience in (co)leading workshops, preparing and running demos.
Excellent written / oral communication skills in English. Ability to adapt the communication to the audience.
Excellent interpersonal skills, positive attitude and open mindset.
Ability to understand and break down complex concepts to clarify the effort and the required changes.
A team player used to work in a distributed multi-cultural team.

Informations complémentaires

The duration of the contract is 12 months that can be renewed depending on the performance of the services.

Activities for this project will be in Madrid or Service Provider’s premises.

Full remote is accepted.

The mission will start ASAP

No travel is required.

Postuler