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!