SNOW (CSM/ITSM) Business Analyst

Asenium; Madrid; On-site; EUR 45,000 - 65,000; Full time

Job summary

Asenium in Madrid is seeking an experienced ServiceNow Business Analyst specialized in CSM and ITSM to join two large transformation projects.

You will act as the bridge between internal customers and the external implementation partner, drive requirements, backlogs, UATs, and workshops, and ensure best practices throughout the project.

Qualifications

• 4+ years hands-on experience in the Business Analyst / Product Owner / Product Manager role on the ServiceNow platform.
• Extensive knowledge of CSM (Case Management and related processes, CSM Portal) and ITSM (incident, request).
• Good knowledge of ITIL.
• Experience in large transformation projects is a plus.
• Experience in co-leading workshops, preparing and running demos.
• Excellent written/oral communication skills in English.
• Excellent interpersonal skills and open mindset.
• Ability to understand and break down complex concepts to clarify the effort and required changes.
• A team player used to work in a distributed multi-cultural team.

Responsibilities

• Gathering, analyzing and reviewing internal customer requirements, helping to maintain a backlog in collaboration with the external vendor and other Product Owners / Business Analysts.
• Helping review each demand in relation to the platform out of the box features and guarantee that if a change is necessary ServiceNow best practices are followed or an alternative solution is proposed.
• Providing guidance on process evolutions and platform capabilities.
• Keeping up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team.
• Working in autonomy on their perimeter, involving developers, peers and management when required.
• Helping organize UATs, and working on building and updating key test scenarios together with the external vendor.
• Proposing improvement actions on their functional perimeter.
• Helping drive functional workshops with the end users, assisting the vendor and the internal stakeholders and ensures key topics are addressed.

Skills

ServiceNow

CSM

ITSM

Workshop facilitation

English communication

Problem solving

Stakeholder management

Team collaboration

Tools

ServiceNow Platform

Job description

In the scope of two large ServiceNow CSM/ITSM transformation projects we are looking to strengthen our ServiceNow functional team with an experienced business analyst specialized in ServiceNow CSM and ITSM.

In this role you:

Act as the link between internal customers and the external vendor in charge of the project implementation and will work with other business analysts.

Deliverables we expect:

• Gathering, analyzing and reviewing internal customer requirements, helping to maintain a backlog in collaboration with the external vendor and other Product Owners / Business Analysts.
• Helping review each demand in relation to the platform out of the box features and guarantee that if a change is necessary ServiceNow best practices are followed or an alternative solution is proposed.
• Providing guidance on process evolutions and platform capabilities.
• Keeping up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team.
• Working in autonomy on their perimeter, involving developers, peers and management when required.
• Helping organize UATs, and working on building and updating key test scenarios together with the external vendor.
• Proposing improvement actions on their functional perimeter.
• Helping drive functional workshops with the end users, assisting the vendor and the internal stakeholders and ensures key topics are addressed.

The ideal candidate

• 4+ years Hands-on 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
• 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 to clarify the effort and the required changes.
• A team player used to work in a distributed multi-cultural team.

Further information

The duration of the contract is 12 months that can be renewed depending on the performance of the services.

Activities for this project will be in Madrid or Service Provider’s premises.