Project / Company
A global producer and distributor of specialty mineral materials, operating 100+ plants worldwide. The company runs technical centers in Switzerland, the US and Singapore, supported by local laboratories focused on R&D and innovation.
Required Qualifications
- 3+ years of experience as a Business Analyst in ITSM or IT operations–related projects.
- Practical, hands-on experience with ServiceNow modules and workflows, in particular SPM.
- Experience documenting processes, requirements, and functional designs.
- Experience in change and release management methodologies (e.g., Agile, Waterfall).
- Understanding of ITIL framework and ITIL-based service management processes.
- Ability to work with both technical and non-technical stakeholders.
- Excellent communication skills in English, both verbal and written.
Nice to Have
- Any ServiceNow certification.
- Experience with SAP, data migration tools, and API integrations (e.g., MuleSoft).
Responsibilities
- Gather, analyze, and document business and technical requirements for ITSM initiatives.
- Deeply use ServiceNow to support configuration, process alignment, and enhancements.
- Analyze existing processes and identify improvement opportunities.
- Translate business needs into clear functional specifications, user stories, and process diagrams.
- Support ITSM implementations, upgrades, and optimization projects from discovery through delivery.
- Define KPIs and reporting requirements to measure service performance and process efficiency.
- Support user acceptance testing, change management, and end-user adoption.
