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Role Overview:
As a Senior ServiceNow Business Analyst, you will act as a strategic partner between business stakeholders and the ServiceNow engineering team. Your role will include deep discovery, structured analysis, and optimization of workflows across complex enterprise functions such as ITSM, CSM, ITOM, and Integrated Case Management. Youll work on initiatives critical to enhancing service delivery, regulatory compliance, and intelligent automation for the Clients global operations.
Responsibilities:
Conduct end-to-end business process mapping, identify automation opportunities, and align ServiceNow solutions with the Clients service delivery objectives.
Serve as the SME for ServiceNow functional capabilities and limitationsadvising on both out-of-the-box and custom application use cases.
Lead structured discovery workshops with global stakeholders to capture use cases, personas, SLAs, and compliance workflows.
Translate requirements into refined Epics, User Stories, and Process Models; validate solutions via mockups and prototypes.
Maintain a robust product backlog and prioritize stories in alignment with Agile ceremonies (sprint planning, retrospectives, grooming).
Actively contribute to the platform roadmap for cross-functional modules including ITSM, CSM, CMDB, Service Catalog, and Knowledge Management.
Work alongside architects and developers to guide build activities, ensure solution compliance, and validate implementation against business needs.
Own UAT strategy and drive test case development and traceability; oversee sign-off from stakeholders.
Provide advanced reporting, real-time dashboards, and performance metrics to track process improvements.
Support platform governance, license optimization, and ongoing platform health monitoring.
Exposure to Private Equity or Financial Services domains, especially in IT Governance or Regulatory Reporting contexts.
Understanding of CMDB structure, Service Mapping, and impact analysis methodologies.
Experience with CSM, Virtual Agent, Flow Designer, or App Engine Studio.
Strong stakeholder management and communication skills in cross-cultural environments (EU/Swiss clients).
By applying, you give consent to collect, store, and/or process personal and/or sensitive information for recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.
