- Company Name
- CNP Assurances
- Job Title
- Business Analyst Service Now H/F
- Job Description
-
Job Title: Business Analyst ServiceNow
Role Summary:
Support the deployment, configuration, and ongoing operation (RUN) of ServiceNow CSM/ITSM solutions within an individual insurance environment. Collaborate cross‑functionally to analyze, document, and optimize IT service management processes, drive continuous improvement, and enable AI feature roll‑outs.
Expectations:
- Deliver rigorous process assessment and maturity evaluation.
- Implement ITIL best practices and service catalog enhancements.
- Provide clear, concise documentation, metrics, and dashboards.
- Coordinate test cycles, production cutovers, and post‑deployment compliance.
- Maintain strong stakeholder relationships across IT and business units.
Key Responsibilities:
- Process Mapping & Maturity Assessment (ITSM/CSM).
- Create, update, and maintain process documentation, KPI dashboards, and performance indicators.
- Functional analysis of business requests, drafting functional specifications, and gate‑keeping new service additions.
- Execute test design, user acceptance testing, and supervise production deployments.
- Configure ServiceNow modules, build reporting structures, and deliver operational reports.
- Collaborate closely with IT teams, business owners, and partners to ensure alignment and quality.
- Champion innovation by integrating ServiceNow AI capabilities into the platform.
Required Skills:
- Advanced proficiency in ServiceNow (ITSM, CSM).
- In‑depth knowledge of ITIL framework and process design.
- Functional analysis, requirement elicitation, and documentation.
- Test planning, execution, and deployment oversight.
- KPI and dashboard creation, data interpretation, reporting.
- Strong coordination, facilitation, and communication capabilities.
- Ability to manage multiple concurrent initiatives autonomously.
Required Education & Certifications:
- Minimum Master’s level (Bac+5) in Computer Science, Information Systems, or equivalent.
- Minimum 3 years’ experience as a ServiceNow Business Analyst.
- Certifications: ITIL Foundation (or higher), ServiceNow Certified Application Developer (SAE) or equivalent.
- CCNA (optional but preferred).