The ServiceNow Business Analyst service provider will be responsible for eliciting and validating all requirements from business processes covering several aspects of customer inquiries and onboarding tasks, from prospects, existing insurance customers, brokers, financial institutions, and internal client’s employees through inbound calls, emails or human requests. Services provided include requests, support, procurement, HR requests, and workflow coordination across several lines of business. This role involves defining and documenting business and technical requirements, so they are understandable by both the business owners and the ServiceNow implementation team. Therefore, strong and demonstrated experience in ServiceNow is required. The BA service provder will also collaborate with Architecture Owners. To be successful in providing these services, you will need to use your proven skills with respect to business processes, solution definition efficiency, analytical aptitude, problem-solving skills, and high level of communication.
Primary Responsibilities :
Collaborate with stakeholders to gather and analyze business requirements for the Customer Care and Onboarding teams about service desk and ticket management systems and business processes.
Collaborate with stakeholders to gather and analyze business requirements for the Integrated Risk Management modules and activities
Collaborate with Change Management to understand current processes and adapt requirements to ServiceNow.
Design and document functional specifications, catalog items, approvals, permissions, and workflows.
Identify data sources and draft high level data model
Configure and customize ServiceNow CSM and/or IRM to meet business needs.
Identify tests and conduct user acceptance testing (UAT) to ensure successful deployment of solutions.
Provide training and support to end-users.
Monitor and troubleshoot issues post-deployment to ensure smooth operation.
Skills :
Bachelor’s degree in business administration, Information Technology, or a related field with at least 5 years of experience.
Proven experience as a Business Analyst in CSM and or IRM.
Excellent analytical and problem-solving skills.
Effective communication and interpersonal skills.
Ability to work independently and as part of a team.
Experience with Azure DevOps and requirement management.
We are true to our word
Expertise, trust, careers
For 36 years, Apside has cooperated with the largest French and European groups on their IT and scientific projects. Our activities: consulting and engineering in the areas of Information Systems, Technical and Scientific Computing and Automotive and Financial Engineering.
By constantly upholding our independence from all other industrial and financial groups, we have been able to preserve our autonomy and freedom of action while growing economically, to the benefit of our clients and employees. Today, our development is still based on the group’s core values: transparency, expertise, strong customer relations and continuity.
The twin ambitions of economic performance and individual satisfaction
Our steady and controlled growth has secured one of the most stable positions in the market with over 1 400 employees in 2011 and 210 customers. The diversity of skills in our teams combined with our cross-sectoral presence, enables us to meet the technical and functional needs of major industrial and service groups. Our customers and personnel s distinguish us by our quality-oriented and individualised approach to the projects entrusted to Apside.
We strive for customer satisfaction and the approval of our employees. Customer and staff satisfaction surveys, which are constantly used to analyse areas for improvements, have confirmed this.
