General Information

Position
ServiceNow Business Process Analyst
Work arrangement
Full-time
City
Tirana
Country
Albania
Department
Enabling Services
Team
Information Technology
Area of interest
Business Development
Way of work
Hybrid

Description & Requirements

Who we are looking for
  • At least 2 years of experience in digital transformation deliveries
  • Thorough understanding of ITILv4 concepts and relationships
  • Knowledge of process modelling tools and methodologies
  • Understanding of agile and scrum methodologies
  • Strong written and verbal communication, and excellent presentation skills
  • Ability to collaborate with people from different business areas with varying degrees of technical experience
  • Fluent English (at least C1 on CEFR scale)
  • Higher education degree (Bachelor or Engineer)
  • Permission to work in EU and willingness to travel

Nice to have:

  • Experience with one or more ServiceNow applications (ITSM, HRSD, ITOM)
  • One or more ServiceNow certificates (CSA, CIS)
  • Practical experience in process visualizing tools and methodologies like MS Visio, Mermaid, UML
Your future role
  • Liaison between the internal departments and the ServiceNow team
  • Coordinate ServiceNow enhancement process in line with Service Management and business demands
  • Capture business and user requirements and translate them into user stories
  • Own the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements
  • Ensure requirements are understood, developed, tested, and delivered to specification
  • Represent project stakeholders throughout planning, development, and release processes
  • Support tasks related to building, designing and maintaining materials to support design decisions e.g., process maps, user journeys, focus group feedback, change communications
  • Create and maintain functional design documentation
  • Work with stakeholders to drive adoption and deliver training
  • Understand, analyze and continuously improve IT service management processes focusing on customer experience and efficiencies with use of ServiceNow

Your work relationships will be with:

  • IT and non-IT stakeholders
  • ServiceNow Product Owner, Architects, Developers and Testers
  • IT Business Process Leaders and Service Managers
What we offer
  • Stable job in a multinational company based on an employment contract;
  • Working in a flexible hybrid model - partially from home and the office;
  • Great opportunity for professional development (individual training plan, soft skills and technical trainings, access to modern training platforms e.g. Udemy for Business, LinkedIn Learning);
  • Structured onboarding process and Buddy program for new joiners;
  • Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion;
  • Attractive benefits.
About Deloitte
At Deloitte, we created a new team last year that helps us better structure our regional IT and its cooperation with business. The IT department currently reacts to various requirements from different countries, and it is very important to coordinate all the actions timely and flawlessly to avoid having different systems, too many various applications or a set-up of priorities that is not always correct. And this is what we would like to develop. 

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