IT & Business Analyst – ServiceNow Performance Analytics

At Cyclad, we work with top international IT companies to help them deliver cutting-edge technologies that shape the future. We are currently looking for an experienced IT & Business Analyst with ServiceNow Performance Analytics expertise to join an international team supporting analytics, reporting, and service performance management within the insurance industry.

In this role, you will work closely with business stakeholders, suppliers, and technical teams to translate business requirements into effective ServiceNow analytics and reporting solutions. You will focus on SLA/KPI frameworks, supplier performance monitoring, dashboards, and data-driven service improvement within a complex multi-vendor environment.

Project information:

• Type of project: Insurance

• Office location: Kraków, Poland

• Work model: 100% Remote

• Budget: 90–130 PLN net/hour – B2B

• Project length: Long-term

• Start date: ASAP (depending on the candidate's availability)

• Only candidates with citizenship in the European Union and residence in Poland

Your responsibilities:

• 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

Requirements:

• 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

We offer:

• 100% remote working model

• Full-time cooperation based on a B2B contract

• Private medical care with dental care (70% of costs covered)

• MultiSport card, also available for an accompanying person

• Life insurance

Recruitment process:

• Introductory call

• Technical interview

• Final decision