General Information

Position
ServiceNow Business Analyst
Work arrangement
Teljes munkaidős pozíció
City
Tirana
Country
Albánia
Department
Business Services Center (PL)
Team
Information Technology
Area of interest
IT - Development, IT - Services
Way of work
Hibrid (irodai és otthoni munkavégzés)

Description & Requirements

Who we are looking for
  • Higher education degree (Bachelor’s or Engineering).
  • Permission to work in the EU and a willingness to travel.
  • At least two 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 skills, and excellent presentation skills.
  • Ability to collaborate with people from different business areas with varying degrees of technical experience
  • Knowledge of ServiceNow, at least from the fulfiller/agent perspective (must have)
  • Fluent in English (at least C1 on the CEFR scale).
Nice to have:
  • Experience with one or more ServiceNow applications (ITSM, HRSD, SPM, ITOM);
  • One or more ServiceNow certificates (CSA, CIS, CAD);
  • Practical experience in process visualizing tools and methodologies like MS Visio, Mermaid, UML;
  • Communicative in German (B1).
Your future role
  • Act as a liaison between internal departments and the ServiceNow team.
  • Coordinate the 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, and 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 the 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
  • Comprehensive Health Insurance for inpatient and outpatient treatment,
  • International Travel Insurance for travel insurance during business and private trips abroad,
  • Employee Assistance Program (EAP) for phone consultations, covering legal, financial, and mental health advice to support you whenever needed,
  • Unrestricted access to LinkedIn Learning and Udemy courses as well as diverse training and development prospects,
  • Baby Bonus and Compassionate Support Benefit,
  • Up to 10 days of study leave per year for exam preparation, exam taking, and obtaining professional licenses,
  • Flexible working model (3 days from the office + 2 days working from home),
  • Access to the benefits platform that allows you to independently choose the benefits you want (wellness & spa, tourism, sports, culture, entertainment, interior design, furniture, technology, clothing, restaurants, etc.),
  • Celebration of important dates, such as Appreciation Day, employee birthdays, and New Year's, with gifts and celebrations
  • Possibility to get additional extraordinary Bonuses such as Referral Bonus, Sales & Cross - Sales Bonus, Bonuses for obtaining a professional license, awards for the best employees,
  • Extensive experience from working across multiple offices.
Selection process
Apply and create your future with us!

If your resume is of interest to us, the recruitment will consist of several stages:

1. Short online interview with Recruiter.
2. Interview/s with member/s of the team.

You will receive feedback regardless of process result.
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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