Service Now CSM Business Analyst

Job title:

Company:

Axiom Software Solutions

Job description

Role : Service Now CSM Business Analyst
Location: Madrid Spain (2-3 days weekly onsite)
Role Type : ContractDescription
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.

2- Specific Skills and Experience

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

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 multi-cultural team.