IT Servicenow Business Analyst

Overview

Make a virtual tour inside Nestlé in Italy

• Position Snapshot
• Global role at Nestlé IT, Workforce 360 stream
• Located in Nestlé Milan Headquarters
• Permanent contract
• Full-time in the Milan HQ with some flexibility to work remote
• Bachelor's degree in business, computer science, systems analysis, or related studies and experience
• 3+ years experience as an IT Business Analyst working on software development projects or as ServiceNow solution consultant, with relevant expertise and experience on the Service Portal and Knowledge Management modules
• Certified on and / or expertise working with ServiceNow, in particular ServiceNow Portals and Knowledge Management modules
• Understanding of Agile / DevOps methods and processes
• Effective English communication
• Only CVs written in English will be taken into consideration

What you will do

Are you a talented Business Analyst ready to join Nestlé Workforce 360 Collaboration, Content and Portal Services product team in Milan, Italy?

We need you to create a deep understanding of opportunities and issues faced by the business functions and recommend the best IS / IT solutions.

As a ServiceNow Business Analyst, you will translate business strategies, opportunities, threats, and needs into IS / IT product requirements. Working within the Content and Portal Services Product team to specify, test and deploy IS / IT solutions, this role requires a hands-on and proactive approach, with excellent prioritization, time management and communication skills.

Responsibilities

• Bridge communication between various teams and stakeholders (e.g. developers, UX designers, vendors, business sponsor, and end users) and define a product that is technically feasible and meets business and user needs.
• Partner with business and IS / IT to elicit, analyze, translate and document business requirements, pain points or opportunities into IS / IT solutions.
• Work with technical teams (e.g. developers) and UX designers to translate the business requirements into viable solutions.
• Consult with your product manager to define the minimum viable product (MVP) that satisfies the business needs.
• Ensure that Product / Product Group Managers and Business Relationship Manager (BRM) are supported in the development of their product strategies through incremental improvement.
• Partner with the BRM and Product Group Manager to facilitate strategy and innovation planning with business stakeholders.
• Analyze, document (business process maps, customer and user journeys, data flows) and test program development, logic and process flows.
• Consult with Product Group teams and propose improvement solutions.
• Ensure training materials for the Product Group area are created and up-to-date; oversee and ensure training is delivered for deployment and support teams, end user trainers, and end users.
• Support the analysis and resolution of solution issues as part of third-level sustain activities.
• Coach, motivate and direct staff across organizations to understand business needs and find the best solution aligning with customer objectives and IS / IT / Business strategy.

Qualifications

• Experience / Expertise defining and implementing ServiceNow Service Portals and Knowledge Management solutions, including best practices, information architecture, governance models and adoption strategies.
• Experience / Expertise with ServiceNow ITSM and HR Case Management modules is a plus.
• Excellent English communication skills (ability to write clear documents and explain complex concepts to a non-technical audience).
• Experience managing projects, juggling multiple priorities and meeting deadlines.
• Proficient in Microsoft Office 365, SharePoint Online.
• Experience working in an Agile / DevOps environment.
• Ability to bring together different team members and stakeholders to drive discussions to consensus and decision making.
• Experience facilitating requirement discovery workshops, UX best practices knowledge and usability testing are a plus.
• Experience defining KPIs and measuring ROI of IT solutions is an advantage.
• Experience working in a global environment with virtual teams.
• Strong communication at different organizational levels; results-focused and innovative with a can-do attitude.
• Adaptable, flexible and dynamic while keeping a client-centric approach.
• Language: English (official requirement)

We are Nestlé. We are the good food, good life company. Good food, Good life is our promise; it is a daily commitment. It is only thanks to our people that we can make a difference.