ServiceNow Functional Business Analyst

SECURITAS GROUP 

Securitas is a world-leading safety and security solutions partner that helps make your world a safer place. With nine decades of deep experience means we see what others miss. By leveraging technology in partnership with our clients, combined with an innovative, holistic approach, we’re transforming the security industry. With 341 000 employees in 44 markets, we see a different world and create sustainable value for our clients by protecting what matters most - their people and assets.

We are now seeking a skilled and experienced ServiceNow Functional Business Analyst to join our dynamic team.

In this role, you will play a crucial role in bridging the gap between business requirements and the technical implementation of the ServiceNow platform. The ServiceNow Functional Business Analyst is responsible for analyzing, designing, and implementing business processes and workflows within the ServiceNow platform. This role involves close collaboration with stakeholders across various departments to gather requirements, document processes, and ensure successful implementation and optimization of ServiceNow solutions.

RESPONSIBILITIES

· Requirement Gathering and Analysis: Collaborating with stakeholders to gather and analyze business requirements. Translating business needs into technical specifications and user stories. Conducting gap analysis and recommend solutions to meet business objectives.

· Solution Design: Designing and proposing ServiceNow solutions that align with client requirements and best practices, considering the out-of-the-box capabilities of the platform.

· Process Design and Improvement: Designing and documenting business processes and workflows in ServiceNow. Identifying opportunities for process improvement and automation. Ensuring best practices and compliance with company policies and industry standards.

· Configuration and Customization: Configuring and customizing the ServiceNow platform based on the defined functional requirements, including forms, workflows, user roles, UI policies, and data integrations.

· Solution Implementation (Testing and Quality Assurance): Working with the development team to ensure requirements are understood and implemented correctly. Assisting in configuring ServiceNow applications based on business requirements. Participating in thorough testing, including writing test cases and conducting user acceptance testing (UAT) to ensure they meet the defined functional requirements and quality standards.

· Stakeholder Management: Serving as a liaison between business units, IT, and the ServiceNow development team. Facilitating meetings and workshops to gather and refine requirements. Communicating project status, risks, and issues to stakeholders.

· Documentation and Training: Creating and maintain comprehensive documentation for processes, workflows, and solutions. Developing training materials and conduct training sessions for end-users. Providing ongoing support and troubleshooting for ServiceNow applications.

· Reporting and Analytics: Developing and maintaining dashboards and reports to monitor performance and usage of ServiceNow applications. Analyzing data to provide insights and recommendations for continuous improvement.

· Organizational Change Management: Supporting change management activities, including impact assessments, communication plans, and user adoption strategies, to ensure smooth transitions during ServiceNow implementations and upgrades.

· Stay Updated on ServiceNow: Continuously enhancing your knowledge of the ServiceNow platform, new features, and industry best practices. Staying informed about ServiceNow releases and roadmap updates and bring the learnings to the table for solution design.

REQUIREMENTS 

· Education: Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related IT field

· Experience: 3-5 years of experience as a Business Analyst, preferably with a focus on ServiceNow. Proven experience in requirement gathering, process design, and solution implementation.

· Technical skills:

· Good knowledge on the ServiceNow platform and its various modules, including Service Catalog, Incident Management, Problem Management, Change Management, and Configuration Management Database (CMDB).

· Certifications: ServiceNow Certified System Administrator (CSA) is required. ITIL or ServiceNow Certified Implementation Specialist (CIS) or other relevant certifications are a plus.

· Experience in conducting training sessions and preparing user documentation.

· Knowledge of Agile methodologies and tools is a plus.

· Soft skills:

· Strong analytical and problem-solving skills. 

· Strong communication and presentation skills, with the ability to effectively engage with clients, stakeholders, and technical teams.

· Ability to work independently and as part of a team. 

Working conditions: This role involves working from 2:00 PM to 11:00 PM IST time. 

WHAT WE OFFER

At Securitas we believe in doing the right thing and doing it well. For our customers and our employees. Our employees come from all walks of life and bring with them a multitude of talents and perspectives. We aim for diverse representation throughout the company, and we are committed to equal pay, safe working conditions, gender balance and an inclusive work environment with a wide range of skills and development opportunities.

If this sounds good to you, don’t hesitate and apply!