Business Data Analyst (ServiceNow)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As a Business Data Analyst, you will have the opportunity to work on a wide range o projects, helping our 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 drive measurable business value. 

Your tasks

• Conduct As-Is assessment 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 PA 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 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 in reporting tools as ServiceNow platform (Performance Analytics) and Power BI

• Experience with defining various metrics enabling data driven decisions, including SLA/KPI frameworks in Service Now

• Experience in ITSM, SIAM or multi-vendor environments preferred

• Knowledge of SQL, data analysis techniques and  developing ETL processes, with Reports modeling (DAX)

• Excellent communication and stakeholder management skills within project environments

• Strong analytical and problem-solving skills

• Experience in gathering, analyzing, and documenting technical requirements, and proposing effective technical solutions.

• Fluent English, both spoken and written (C1)

What You'll love about working here

• Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.

• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.

• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.

• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.