Senior Business Analyst – ServiceNow
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Job Description
Business Analyst leading the requirements gathering for ServiceNow projects. Acting as liaison between business areas and technical teams while ensuring best practices are followed.
Responsibilities:
- Lead requirements gathering for ServiceNow initiatives, translating business needs into user stories and clear functional specifications;
- Analyze and document current (as-is) and future (to-be) processes, identifying gaps, inefficiencies and improvement opportunities;
- Act as the primary point of contact between business areas and the ServiceNow technical team (architects, developers and QA);
- Prioritize requirements and change requests based on business value, risks and platform governance;
- Validate solutions in ServiceNow, prioritizing the use of native (out-of-the-box) features whenever possible;
- Ensure solutions align with ITIL/ITSM best practices, security standards and enterprise architecture;
- Create and maintain documentation such as functional design documents, process flows and use cases;
- Manage and refine the product backlog, participating in Agile ceremonies (backlog refinement, sprint planning and reviews);
- Define acceptance criteria and support SIT (System Integration Testing) and UAT (User Acceptance Testing) phases;
- Prepare test scenarios and support business users during testing;
- Monitor and assist in resolving defects and incidents throughout the delivery cycle;
- Contribute to ServiceNow governance, standardization and change control processes;
- Analyze platform usage and KPIs to propose improvements, automations and new functionalities;
- Communicate project status, risks and impacts to stakeholders at different levels, including senior management;
- Perform data analysis in ServiceNow and related tools, creating reports and dashboards to support decision-making and continuous improvement;
- Support the rollout of new systems and processes, ensuring efficient user adoption;
- Coordinate user training, preparing support materials, quick guides and manuals.
Requirements:
- Experience in business requirements elicitation and analysis;
- Experience with ServiceNow and its modules;
- Knowledge of ITIL/ITSM and IT service management best practices;
- Experience serving as an interface between business areas and technical teams;
- Experience in Agile environments (Scrum/Agile) and product backlog management;
- Ability to produce functional documentation and model processes;
- Experience with system testing and user acceptance testing (SIT/UAT);
- Skills in data analysis, reporting and dashboard creation;
- Strong communication skills with stakeholders and expectation management;
- Experience in user training and support for system adoption;
- Bachelor's degree required.
Benefits:
- Medical insurance for employees and dependents with national coverage via Bradesco or Unimed;
- Dental insurance with national coverage;
- Meal Allowance or Grocery Allowance (employee’s choice);
- Childcare assistance;
- Life insurance for employees and dependents;
- Gympass for employees and dependents;
- EAP (Employee Assistance Program) offering: Financial Assistance, Legal Assistance, Social Assistance, Psychological Assistance (24/7);
- Discounts and special rates with universities (Mackenzie, SENAC, FIA, FIAP and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, Indeed);
- Discounts on fee packages and special rates for Itaú and Bradesco banks;
- Option for payroll-deducted loans (discounted directly from the employee’s salary);
- Reimbursement program for certain external certifications;
- Training: TCS provides remote and in-person training and development platforms covering soft skills, technologies and domains in over 15,000 topics;
- Tenure recognition awards: TCS rewards employees for commitment and loyalty during their time with the company (3, 5 and 10 years and every 5 years thereafter);
- Employee referral bonus for new hires;
- TCS Fit4Life – program to encourage physical exercise for employees, with a schedule of online functional training;
- International experience: depending on your skills and business needs, you may be eligible to apply for positions abroad (within and outside Latin America);
- And others.
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