IT Business Analyst

hace 6 días

Barcelona, Barcelona, España Nestlé Sa A tiempo completo
About the Role

We are seeking a highly skilled and motivated IT Business Analyst to join our Workforce 360 team at Nestlé Sa. As a key member of our team, you will play a crucial role in maintaining and improving experience management and IT services quality.

Key Responsibilities
  • Act as a point of contact for the overall Product, Business and IT services
  • Assist in maintaining and improving business services and IT services quality
  • Connect with product strategy and vision
  • Involve in the experience management review
  • Act as a key stakeholder/sponsor for CSAT-Customer Satisfaction Analysis, NPS-Net Promoter Score and Continuous improvement activities
  • Ensure the global, local and regional Support Model for IT experience management are fully documented
  • Leverage Service-based reporting and control points to understand end to end performance for their services
  • Ensure all IT experience management global practices have been followed by the IT organization and partners
  • Ensure quality of business services and IT services
  • Create and manage enhancements to improve our tools
  • Create and maintain the quality of our data in case of integrations needed
  • Ensure the Service Owners are active and aware of processes
  • Couch the market, regional and global service owners to adhere the best practices and support them independently handle the services they own
  • Collaboration with the other ITSM modules such as Incident management, Knowledge Management, Problem Management, Release, Plan & Control etc. whenever necessary
Requirements
  • Over 3 years of experience managing IT services in ServiceNow
  • Proven ability to ensure high Customer Satisfaction Survey (CSAT) and Net Promoter Score (NPS) rates, fostering a receiver-centric mindset
  • Skilled in establishing and maintaining strong relationships with key stakeholders
  • Excellent communication skills for translating business requirements into technical tasks and vice versa
  • Proficient in presentation skills using PowerBI or other visualization tools
  • Strong English communication skills, effectively applied with diverse stakeholders and across various mediums (both face-to-face and remote)
  • Time Management: Demonstrated ability to take ownership and successfully deliver results in a fast-paced, dynamic environment
  • Effective in both independent and team settings, with the ability to adapt to a rapidly changing business environment
About Nestlé Sa

Nestlé Sa is a leading global food and beverage company with a presence in more than 185 countries. We are committed to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet. Our values are based on respect: respect for ourselves, respect for others, respect for diversity, and respect for our future.

We are dedicated to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. We believe our people are our most important asset, and we offer a dynamic inclusive international working environment with many opportunities across different businesses, functions, and geographies.

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