ServiceNow CSM Business Analyst

Role:ServiceNow CSM Business Analyst
Location: Madrid Spain (23 days weekly onsite)
Role Type : Contract

Description
Main activities and accountabilities:

The SN Business Analyst we are looking for:
• Gathers analyzes and reviews internal customer requirements helps in maintaing a backlog in collaboration with the external vendor and other Product Owners / Business Analysts
• Helps review each demand in relation to the platform out of the box features and guarantees that if a change is necessary Servicenow best practices are followed or an alternative solution is proposed
• Provides guidance on process evolutions and platform capabilities
• Keeps up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team
• Works in autonomy on their perimeter involving developers peers and management when required.
• Helps organize UATs and works on building and updating key test scenarios together with the external vendor.
• Proposes improvement actions on their functional perimeter
• Helps drive functional workshops with the end users assists the vendor and the internal stakeholders and ensures key topics were addressed.
1 Specific Skills and Experience
• 4 years Handson experience in the Business Analyst / Product Manager / Product Owner role on the Servicenow platform.
• Extensive knowledge and hands on experience of:
• CSM (Case Management and related processes CSM Portal)
• ITSM (incident request)
• Good knowledge if ITIL
• Experience of large transformation projects is a plus
Common Skills and Experience
• Experience in (co)leading workshops preparing and running demos
• Excellent written / oral communication skills in English. Ability to adapt the communication to the audience.
• Excellent interpersonal skills positive attitude and open mindset.
• Ability to understand and break down complex concepts in order to clarify the effort and the required changes.
• A team player used to working in a distributed multicultural team.