Business Analyst

Introduction:

The candidate is an experienced IT professional with expertise in IT service management, particularly in ServiceNow. They have a strong background in designing, developing, and optimizing catalog items and workflows using JavaScript, HTML, and low-code/no-code solutions. Skilled in request management, process automation, and workflow optimization, they have successfully implemented change requests, monitored progress, and ensured alignment with business needs. Their role involved active participation in process reviews, enhancements, and stakeholder coordination for continuous improvement. With extensive leadership experience, they have managed service desk and request management teams, overseeing service levels, staff productivity, and operational efficiency. They have also played a key role in mentoring, training, and onboarding new team members while identifying and addressing knowledge gaps. Their expertise includes handling complex ServiceNow reporting tasks, tracking team performance, and improving customer satisfaction rates. Additionally, they have provided comprehensive first-line and second-line technical support across various platforms, ensuring prompt issue resolution. Beyond IT, their experience extends to public security, where they collaborated with law enforcement agencies, managed complaints, and contributed to administrative tasks. Holding a ServiceNow System Administrator certification, they are committed to leveraging their technical expertise to drive process improvements, enhance user experience, and support business objectives in fast-paced IT environments.

Responsibilities:

• Design, develop, and optimize catalog items and workflows in ServiceNow using JavaScript, HTML, and low-code/no-code solutions.
• Plan and implement catalog change requests, ensuring timely delivery and alignment with business requirements.
• Monitor and enhance service request management processes, tracking performance and identifying areas for improvement.
• Actively participate in process reviews, suggesting enhancements for tool functionality and catalog structure.
• Coordinate with stakeholders and client process owners to ensure seamless integration of catalog items.
• Maintain and update process documentation for ServiceNow workflows and operational procedures.
• Manage service desk and request management teams, overseeing service levels, staff productivity, and operational efficiency.
• Lead and mentor team members, conducting training sessions and onboarding new employees.
• Perform complex ServiceNow reporting tasks, analyzing data to improve team performance and service delivery.
• Handle service requests and user queries via ServiceNow, ensuring timely resolution and customer satisfaction.
• Collaborate with cross-functional teams to implement process improvements and automation strategies.
• Conduct language testing for new hires and participate in the recruitment process.
• Arrange and perform user follow-ups to enhance customer satisfaction and service quality.
• Provide first-line and second-line technical support, troubleshooting issues across various interactive platforms.
• Ensure compliance with IT service management best practices and corporate policies.
• Cooperate with law enforcement and emergency services in public security roles.
• Manage administrative tasks, including complaint handling and proposal documentation.
• Maintain a proactive approach in identifying knowledge gaps and providing necessary training to address them.
• Drive innovation by leveraging ServiceNow expertise to streamline IT operations and improve user experience.