In Cyclad, we work with top international IT companies to boost their potential in delivering outstanding, cutting-edge technologies that shape the world of the future. We seek an experienced Business Analyst with a proven track record of designing and deploying the best practice process solutions as part of a ServiceNow Service Level Management transformation (Service Performance Management & Reporting).

The ideal candidate will work closely with the Platform Architect, ServiceNow Developer, and Performance/Platform Analytics Developer to understand the critical business and operational objectives of our customers. They will lead workshops to discover, engineer, and participate in the design and development of Service Level Management/Operational Dashboards.

Project information:

• Industry: Consulting
• Location: 100% remote
• Type of employment: B2B
• Budget: 120-160 net/hour / b2b
• Project language: English
• Start date: ASAP
• Only candidates with citizenship in the European Union and residence in Poland

Project scope:

• Conduct As-Is discovery of the customer's current Operational and Service Levels (SLA/KPI/OLA)
• Analysis of existing Operational and Service Level Compliance Dashboards, if any, and identify opportunities of enhancement
• Conduct Client workshops for requirement gathering to identify customer reporting needs
• Propose and recommend Service Levels and enhancements of Operational Dashboards for seamless Service Performance Management and Reporting
• Document SLAs/KPIs in standard RSDDS (Report Solution Design Documents) format
• Review and obtain sign-off/Approval from the customer to build SLAs/KPIs in ServiceNow (Service Level Definitions & Platform Analytics Dashboards)
• Build stories for agreed and approved Service Levels/Operations Reports
• Collaborate with ServiceNow Developers and Performance Analytics/Platform Analytics Developers to build SLA/KPI (SLA Definitions Application) and SLA Dashboards in Platform Analytics
• Collaborate with ServiceNow Developers and Performance Analytics/Platform Analytics Developers to build/modify existing operational Dashboards in Platform Analytics
• Demo Design and Build of SLA/Operational Dashboards to Customer
• Obtain sign-off to promote solutions to QA and PROD
• Participate in Unit testing and Regression testing along with ServiceNow/PA Developers
• Collaborate with Performance/Platform Analytics Developers to build the Technical Design Document
• Create a standard Process for Service Level Management
• Build Training Documents (PPT), both from a functional and technical aspect
• Conduct training workshops - Functional and Technical

Requirements:

• Over 3 years of client consultation experience in ServiceNow Service Level Management
• Over 3 years of client consultation experience in ServiceNow Performance/Platform Analytics implementation as a consultant
• Advanced presentation skills, including the creation and delivery of professional PowerPoint presentations
• Usage of ServiceNow Agile for capturing stories and mapping stories to Epics is good to have
• Understanding and good knowledge of ServiceNow functionality and IT Service Management (ITSM)
• Experience in developing test scripts as part of UAT for Service Level Management and Operational Reporting

We offer:

• Unique opportunity to join an international team and lead innovation projects
• Private medical care (with dental care financed 70% by the company)
• Life Insurance
• Multisport Card
• Flextime
• Integration events