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**Role**: ServiceNow CSM Business Analyst
**Location**: Madrid Spain (2-3 days weekly onsite)
**Role Type**: Contract
Description
**Main activities and accountabilities**:
**The SN Business Analyst we are looking for**:
- Gathers, analyzes and reviews internal customer requirements, helps in maintaing a backlog in collaboration with the external vendor and other Product Owners / Business Analysts
- Helps review each demand in relation to the platform out of the box features and guarantees that if a change is necessary Servicenow best practices are followed or an alternative solution is proposed
- Provides guidance on process evolutions and platform capabilities
- Keeps up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team
- Works in autonomy on their perimeter, involving developers, peers and management when required.
- Helps organize UATs, and works on building and updating key test scenarios together with the external vendor.
- Proposes improvement actions on their functional perimeter
- Helps drive functional workshops with the end users, assists the vendor and the internal stakeholders and ensures key topics were addressed.
1- Specific Skills and Experience
- 4+ years Hands-on experience in the Business Analyst / Product Manager / Product Owner role on the Servicenow platform.
- Extensive knowledge and hands on experience of:
- CSM (Case Management and related processes, CSM Portal)
- ITSM (incident, request)
- Good knowledge if ITIL
- Experience of large transformation projects is a plus
Common Skills and Experience
- Experience in (co)leading workshops, preparing and running demos
- Excellent written / oral communication skills in English. Ability to adapt the communication to the audience.
- Excellent interpersonal skills, positive attitude and open mindset.
- Ability to understand and break down complex concepts in order to clarify the effort and the required changes.
- A team player used to working in a distributed multi-cultural team.
