ServiceNow - Business Analyst ITSM | Lisboa Lisboa

ServiceNow - Business Analyst ITSM | Lisboa
Lisboa
Lisboa, Lisboa, Portugal

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and
- being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

• DECSKILL TALENT: We believe that our people are key to our success through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.

• DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.

• DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate
- term values.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for a Service
Now – Business Analyst ITSM for a project in Lisbon.

Responsibilities:

• Gather requirements from stakeholders for enhancements, new features, and functionalities to setup the ITSM module (Change Management, Service Requests, Incident Management, Problem Management).
• Analyze existing business processes and workflows to identify areas for improvement and optimization using Service
  Now.
• Work with the development team to design technical solutions that meet business needs. Ensure that solutions are aligned with best practices and Service
  Now capabilities.
• Serve as a liaison between the business units and the technical team, managing expectations and ensuring clear communication.
• Prepare and coordinate user acceptance testing (UAT).
• Create comprehensive documentation, including requirements, process flows, use cases, test cases, and user guides.
• Conduct training sessions for
  - users and provide ongoing support to ensure effective utilization of Service
  Now.
• Monitor the performance of implemented solutions and identify opportunities for continuous improvement. Propose enhancements to drive efficiency and effectiveness.
• Ensure that all solutions and processes comply with organizational policies, standards, and industry regulations.
• Knowledge on CMDB is a strong plus.

Requirements:

• Previous experience in a similar role.
• Strong knowledge on ITSM modules.
• Good level of English.

If you’re interested in this job please send your CV to , with the reference “CC/SERVICENOW_B”.

Decskill is committed to equality and
- discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.