Senior Business Analyst

vor 7 Stunden

Genf, Schweiz Dentsu Aegis Network Ltd. Vollzeit

Senior Business Analyst - ServiceNow

Senior Business Analyst - ServiceNow

Apply time type: Full time

Posted on: Posted 17 Days Ago

Job requisition id: R1080608

Job Description:

Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC.

Join our CRM & Loyalty Team as a Senior CRM & Loyalty Consultant / Business Analyst specializing in ServiceNow. You will be responsible for collaborating with stakeholders across various departments to gather requirements, design solutions, and implement enhancements within the ServiceNow platform. You will leverage your deep understanding of both business processes and ServiceNow capabilities to optimize workflows, improve efficiency, and drive business value.

More specifically, you will be responsible for reviewing and qualifying the existing ITSM and CSM backlogs and proposing improvements to the existing and to-be processes.

For this role, we offer a hybrid work environment with 2 days a week in the office in Geneva.

KEY RESPONSIBILITIES:

  • Collaborate with stakeholders to analyze and document business requirements related to ServiceNow platform enhancements and initiatives.
  • Translate business requirements into technical specifications and design solutions that align with best practices and organizational goals.
  • Lead workshops and meetings to facilitate requirements gathering, solution design, and stakeholder alignment.
  • Partner with cross-functional teams, including IT, development, and operations, to implement and deploy ServiceNow solutions.
  • Conduct thorough testing and validation of ServiceNow configurations and customizations to ensure quality and reliability.
  • Act as a subject matter expert on ServiceNow capabilities and best practices, providing guidance and recommendations to stakeholders and product teams.
  • Provide detailed estimates of the level of effort associated with implementing capabilities based on business requirements and solution design.
  • Support commercial proposals/pitches if required.
  • Lead some aspects of the practice’s internal activities and initiatives.

QUALIFICATIONS:

  • Minimum of 5 years of experience as a Business Analyst with a focus on ServiceNow platform.
  • Proven track record of successful ServiceNow implementations, including requirement gathering, solution design, and deployment.
  • Experience with one or more of the following modules: AP, GRC, CSM, and/or ITSM.
  • ServiceNow certifications such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified System Administrator (CSA) are a big plus.
  • Strong analytical skills with the ability to translate business needs into technical requirements and solutions/UX design concepts.
  • Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
  • Fluent English proficiency is mandatory; French is a big advantage.
  • Experience leading workshops, meetings, and presentations to drive consensus and decision-making from a UX perspective.
  • Ability to thrive in a fast-paced, dynamic environment with multiple competing priorities.
  • Strong problem-solving skills with a focus on delivering innovative and practical solutions.
  • Knowledge of ITIL practices and frameworks is a strong asset.

ADDITIONAL INFORMATION:

We work with motivated people who support and enrich each other. We live the possibilities of the digital world through home office, meaning you can work anywhere (within Switzerland) with flexible (annual) working hours. We also value face-to-face exchanges.

If you feel inspired by us, we'll probably be inspired by you. Join us now and apply online to make sure we match each other's expectations. We value diversity and are committed to creating an inclusive environment. We welcome all qualified candidates - regardless of your gender or background. We look forward to hearing from you

#LI-MERKLE #LI-Hybrid

Location:

Brand:

Time Type: Full time

Contract Type: Permanent

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