Business Analyst (SIAM/ITSM/ServiceNow)

Overview: The Service Design Business Analyst acts as a bridge between business needs and design solutions, combining traditional business analysis skills with service design methodologies. The role focuses on optimizing end-to-end customer and employee experiences to achieve business goals and drive innovation.

Key responsibilities: Service research and analysis Conduct qualitative and quantitative research to understand user behaviors, needs, and pain points throughout their journey. Activities include interviews, surveys, and data analysis. Requirements gathering Elicit detailed business requirements and functional specifications by collaborating with stakeholders, including customers, employees, and technical teams. Journey and process mapping Create and analyze as-is and to-be customer journey maps, service blueprints, and process flow diagrams to identify opportunities for improvement. Solution design and prototyping Facilitate design thinking workshops to co-create and test new service concepts and prototypes. This includes working with design teams on wireframes and clickable prototypes to validate concepts. Strategic alignment Ensure that proposed service design solutions align with the organizations strategic objectives, target operating model, and overall business goals. Implementation and change management Support the implementation of new services and manage change to minimize disruption. This involves developing training materials and coordinating with various departments. Performance monitoring Define and track key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness and quality of new services and report on performance. Stakeholder communication Act as the primary communication link between business stakeholders, design, and technical development teams to ensure a shared understanding and successful project delivery. Required skills and qualifications: Technical and methodological skills Service Integration and Management Model (SIAM) Experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality, by ensuring a holistic approach to service delivery and integration Experience with ITSM and ITIL processes and tools Experience with ITSM and ITIL processes and best practices, and experience with ServiceNow ITSM Data analysis Expertise in analyzing data to identify trends and validate design decisions. Process modeling Proficient in using tools like Visio to model and optimize business processes. Experience with design frameworks Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles. Familiarity with design tools Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)