ServiceNow Business Analyst

SNI is serving as a trusted IT Outsourcing partner in line with the needs of World's most prestigious firms and carried out successful projects worldwide. Responsibilities: * Facilitate workshops, gather requirements, and create Report Solution Design Documents (RSDDs) and Agile user stories. * Partner with ServiceNow PA Developers to build dashboards/scorecards and lead UAT sign-offs. * Define and track supplier SLA/KPI metrics, supporting monthly reviews, gap analysis, and penalty/earn-back reporting in a multi-vendor environment. * Assess As-Is SLA/KPI/OLA frameworks to identify gaps and drive continuous service improvements. Skills: * 5+ years of BA experience with deep knowledge of the ServiceNow platform, specifically Performance Analytics (PA) and reporting. * Proven track record of defining, managing, and optimizing SLA/KPI/OLA frameworks. * Experience working in multi-vendor, multi-supplier (SIAM) operating models. * Proficiency in Agile methodologies, user story creation, process mapping, and functional specifications. * Excellent communication skills to translate business needs into technical specifications. Nice to have: * ServiceNow Certified System Administrator (CSA). * ITIL Foundation (or higher) certification. * Experience in the Insurance sector. Follow us on Linkedin! http://linkedin.com/company/snisourcing/