Ogólne informacje

Business Process Analyst - Service Now
Wymiar czasu pracy
Pełny wymiar czasu pracy
Enabling Services
Information Technology
Obszar zainteresowania
IT - Development, IT - Services
Tryb pracy

Opis i wymagania

Kogo szukamy
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

Twoja przyszła rola

  • 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

To oferujemy
  • 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, including locations in Belgrade, Sarajevo, Zagreb, Ljubljana, Montenegro, Skopje, Tirana, Pristina, Sofia.
Ścieżka rekrutacji
We kindly ask you to upload your CV in English.
Only shortlisted candidates will be contacted for the interviewing process.

In case your educational / professional background meets the core requirements of the position, we will invite you to a live video interview, that gives us the opportunity to talk to each other just like it was a meeting in person.
O Deloitte

Deloitte provides audit, consulting, tax, legal and financial advisory services to public and private clients spanning multiple industries. In 150 countries Deloitte brings world-class capabilities and deep local expertise to help clients succeed wherever they operate.

More than 240,000 Deloitte's professionals are dedicated to strengthening corporate responsibility, diversity, building public trust, and making a positive impact in their communities.

Deloitte in Central Europe spans 18 countries and operates as one cohesive entity with almost 6,000 people. Our integration allows us to coordinate regionally and deliver locally, adding value to our services and allowing them to be performed in the most efficient manner. We have experience in providing cross-business and cross-industry services to different types of clients including major local and international companies.