ServiceNow Business Analyst
The role will be responsible for driving process maturity in dedicated support functions based on overall GBS Service Management and ServiceNow platform strategy, ensuring decisions on service design and delivery are cost effective, driven by customer needs and the goal of creating an intuitive and positive customer experience.
Client Details
Our Client is a global medical technology company, devoted to designing and making technology that takes the limits off living, as well as they help healthcare professionals achieve the same goal.
Description
- Work closely with ServiceNow Platform Architect and ServiceNow DevOps team in delivery of a cost efficient and compliant demand pipeline
- Coordinate ServiceNow enhancement process in line with ServiceNow platform strategy
- Coordinate a group of GBS Business Analysts in gathering, reviewing and coordinating business requirements for ServiceNow platform across all GBS supporting functions
- Coordinate the adoption of Case, Knowledge Management and Customer Experience processes across all GBS supporting functions (IT, HR ,Finance, MDM, Travel & Expense, Procurement)
- Support tasks related to building, designing and maintaining materials to support design decisions e.g. process maps, user journeys, focus group feedback, transactional feedback insights, change communications
- Create and maintain of a suite of GBS SM process related documents
- Manage IT incident process
- Streamline and influence GBS service ways of working
- Enable digital transformation for GBS services using Service Now platform
- Map, report and monitor continuous improvement lifecycle initiatives in order to reduce cost and improve customer holistic experience by interaction with non-call support services
- Understand, analyse and continuously improve GBS service management processes focusing on customer experience and efficiencies with use of ServiceNow
Profile
- Service Management and service delivery experience (KCS process, Incident Management process)
- Service Management toolsets and portals (ServiceNow experience desired)
- Business process definition, analysis, re-engineering and improvement
- Customer experience techniques - working directly with business stakeholders and service owners, building community of practice
- Experience in analysing and improving end to end business processes
- Manage vendors, including budgeting
- Working with specific project deadlines (Agile project delivery experience is welcome)
- At least 3 years experience with Service Management lifecycle (ITIL certification is welcome)
- Ability to support change communication plans tailored to specific business audience
- Analytical skills to evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
- Continuous service improvement mindset
Job Offer
- Private health care
- Multisport card/my benefit platform
- Life insurance
- Subsidies for trainings and language classes
- Postgraduate studies
- Wellbeing programs
- Mentoring program
- CSR programs
- Annual bonus
-Company stock saving plan
- Recognition program
- Employment stability
- Referral bonus
- Possibility of working remotely
- Flexible working hours
Location: Wrocław
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
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