Business Analyst for Service Now (SRQ160853)

Mission context
Business (with some functional knowledge) for Service NOW
The Service Now squad is part of the tribe Customer Servicing and Efficiency. The squad's mission is to empower employees with an intuitive, adaptive workflow tool that optimizes and simplifies End2End management of client requests. By providing real-time transparency, dynamic workload balancing, and seamless cross-team collaboration, Service Now eliminates inefficiencies and reduces manual follow-ups.

We search for a senior Business analyst preferably with some knowledge of Functional analysis and knowledge of Service Now. This profile can also fluently combine Business analysis with roles like OPUS owner, feature owner in an Agile environment.

Function description

• Identifies and understands the business/client needs (client centricity), challenges them when required and helps the business reflect on the needs wrt the 'fit with the tool' (functional and technical feasability) and the tooling strategy. Gets formal validation of the collected requirements (O.a. use of mock-ups, visuals..)
• Defines and analyzes the business model using modelling techniques and methods (Aris, UML diagrams..). Understands the E2E process and data flow, analyses and document the new process and data model in Service Now,
• Analyses and translates the business/client needs in requirements towards the building of target solution(s) in Service Now. Formalizes and documents the requirements following the standards of the tribe/squad, participates functional analysis so the developers can progress autonomously. Liaises with other contributors when required.
• Helps preparing and participates to the end-to-end testing of new functionalities to deliver maximal quality.
• Helps businesses onboard on the new solutions by mapping the needs with the delivered functionalities (change management)
• Acts as interface between the stakeholders, communicates fluently (oral and written)
• Identifies, communicates and manages the constraints, impediments, risk(s) and issues to keep qualitative delivery on-track (Opus owner role, feature owner rol).
• Works autonomously while being a strong team player

Language requirements

• Dutch - Strong written and spoken communication skills
• French - Strong written and spoken communication skills
• English - Strong written and spoken communication skills

Education

• Master or equivalent by experience

Required experience / knowledge

• At least 6 years of relevant experience in a Business Analyst role, with some functional analysis knowledge. Knowledge of 'Service Now' is preferable.

Technical experience mandatory

• Experience with conceptual modelling techniques and methods (UML, Aris, mock-ups..)
• Good expertise in MS Office

Technical experience preferable

• Functional and technical basic knowledge

Business experience mandatory

• Good understanding of workflow processes
• Excellent analytic skills
• Customer centricity and empathy
• Great stakeholder management
• Great communicative skills

Business experience preferable

• Knowledge of the Agile methodology (or execution roles Opus owner, feature owner..)
• Knowledge of the bank sector
• Knowledge of Service Now

Soft skills

• Analytical mind and conceptual thinking, curious.
• Customer centric, great stakeholder management, good communication skills
• Structured
• Problem-solver
• Quality-minded and eye for detail
• Delivery-oriented on his/her own scope
• Open to change and ability to integrate change in the roadmap
• Self-leading (empowered, autonomous worker + end-to-end ownership)