ServiceNow Business Analyst

SNI is serving as a trusted IT Outsourcing partner in line with the needs of World's most prestigious firms and carried out successful projects worldwide.

Responsibilities:

• Facilitate workshops, gather requirements, and create Report Solution Design Documents (RSDDs) and Agile user stories.

• Partner with ServiceNow PA Developers to build dashboards/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.

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