ServiceNow business analyst

ALTEN – A global leader in engineering and IT services. Founded in France in 1988, the ALTEN Group is a leading technology partner serving the world's largest clients. In 2023, it generated revenue of over EUR 4.07 billion and employed more than 57,000 people, including 88% engineers and IT experts. ALTEN Poland has been operating for 13 years, supporting its clients' innovation, research and development, and IT systems. We are looking for an experienced Business Analyst with practical knowledge of ServiceNow CSM.

• Gathering and analyzing business requirements and translating them into ServiceNow solutions.
• Conducting workshops with the business and key stakeholders.
• Designing customer service processes and customer journeys.
• Creating user stories and defining acceptance criteria.
• Supporting the implementation of ServiceNow CSM areas, such as Case Management, Customer Service Operations, Knowledge Management, and Customer Portals.
• Participating in solution reviews, testing, and production deployment preparation.
• Preparing documentation, training materials, and support procedures.
• Acting as the Functional Owner of selected ServiceNow CSM areas after implementation.
• Initiating and carrying out activities related to continuous improvement and platform development.
• Supporting incident analysis, service optimization, and planning future system releases.

• At least 3 years of experience as a Business Analyst.
• Experience implementing ServiceNow Customer Service Management (CSM).
• Knowledge of customer service processes.
• Experience maintaining and developing ServiceNow solutions in a production environment.
• Experience working with external implementation partners.
• Practical knowledge of Agile methodologies.
• Experience with greenfield projects.
• Ability to design solutions in accordance with the Out-of-the-Box (OOTB) approach and platform standards.
• Experience working in large, enterprise ServiceNow environments.
• Ability to combine implementation activities with subsequent platform maintenance, development, governance, and continuous improvement.
• Будет плюсом: Certifications: ServiceNow CSA and CIS-CSM

• ALTEN's DNA combines human values, a culture of excellence, and experience in serving its clients. We offer an individual approach to every employee, in the spirit of work-life balance. We focus on responsible, sustainable development and environmentally friendly solutions.
• A full-time contract with the option to choose the form of employment (employment contract/B2B).
• Participation in industry conferences, training sessions, workshops, and team-building events.
• The opportunity to take courses and obtain certifications.
• The possibility of relocation between ALTEN Poland's local branches.
• Private Medicover medical care.
• Private Medicover dental care.
• Medicover Benefits shopping platform / Medicover sports card.
• ALTEN Talenty employee referral program.
• A newborn starter kit for an employee's child.
• Group life insurance.
• The opportunity to participate in a pension program.