ServiceNow Analyst

Start date: ASAP / 1 month / flexible

Duration: Long term (12 months with further extensions)

Work model: 100% remote

Type of cooperation: B2B

Overview

We are looking for an experienced Business Analyst to join a long-term ServiceNow transformation project focused on Service Level Management (SLM) and Operational Reporting. This is a fully remote role involving close collaboration with platform architects, developers, and analytics specialists to design, document, and implement SLA/KPI dashboards and reporting solutions using ServiceNow Performance and Platform Analytics.

Responsibilities

• Conduct discovery of current Operational and Service Levels (SLA/KPI/OLA)

• Analyze existing dashboards and identify areas for improvement

• Lead client workshops to gather reporting requirements

• Recommend enhancements to Service Levels and Operational Dashboards

• Document SLAs/KPIs in RSDDS (Report Solution Design Documents) format

• Obtain client approval for SLA/KPI implementation in ServiceNow

• Create user stories for approved Service Levels and Operational Reports

• Collaborate with ServiceNow Developers and Analytics Developers to build SLA definitions and dashboards

• Present dashboard designs and obtain sign-off for QA and production deployment

• Participate in unit and regression testing

• Contribute to the creation of Technical Design Documents

• Develop standard processes for Service Level Management

• Prepare training materials (PowerPoint) from both functional and technical perspectives

• Conduct functional and technical training workshops

Requirements

• 3+ years of experience in ServiceNow Service Level Management consulting

• 3+ years of experience with ServiceNow Performance/Platform Analytics

• Strong understanding of ServiceNow functionality and IT Service Management (ITSM)

• Excellent presentation skills, including professional PowerPoint creation and delivery

• Experience with ServiceNow Agile and mapping stories to epics (nice to have)

• Experience in developing UAT test scripts for SLM and Operational Reporting

We offer

• MultiSport Plus

• Group insurance

• Medicover Premium

• Access to an e-learning platform