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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