General Information

Position
ServiceNow Business Process Analyst
Work arrangement
Full-time
City
Sarajevo
Country
Bosnia-Herzegovina
Department
Enabling Services
Team
Information Technology
Area of interest
Data & Analytics, Engineering, IT - Services
Way of work
Hybrid

Description & Requirements

Who we are looking for

Our candidate should possess the following characteristics:

  • Higher education degree (Bachelor or Engineer)
  • Permission to work in EU and willingness to travel
  • 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)

 

There are also some requirements we find beneficial and are 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

As a Business Analyst you

  • 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


Selection process
*We thank all applicants in advance for submitting their resumes but please note that only those candidates selected for an interview will be contacted.
About Deloitte
Deloitte is a variety of people, experience, industries and services we deliver in 150 countries of the world. It is an intellectual challenge, a good starting point for your career, and an excellent opportunity for continuous development and gaining valuable life experiences. What you only must do is to take the first step – press the apply button and send us your CV, go through all the stages of the recruitment process and sign a contract with us. Deloitte is simply your best choice.
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