Business Analyst for ServiceNow

Mission context

Bank strategic program regarding the rollout of a ‘New Contact Strategy’ with deployment of a new multi-media ‘contact’ solution and migration of activities (onboarding) to the new solution.
Service Now will be deployed to support this ‘customer centered’ servicing approach.

Function description

• Identify and understand the business/client needs (client centricity), challenges them when required and helps the business reflect on the needs wrt the ‘fit with the tool’ and the tooling strategy
• Define and analyze the business model using modelling techniques and methods.
• Analyses and translates the business/client needs in requirements towards the building of target solution(s) in the ‘contact’ platform (solution oriented). Formalize the requirements in the standard used by the tribe / squad. Liaise with other contributors when required.
• Prepares and participates to the end-to-end testing of new functionalities to deliver maximal quality.
• Helps businesses onboard on the new solutions by mapping the needs with the functionalities offered in the ‘contact’ tool and service now.
• Act as interface between the stakeholders, communicates fluently (oral and written)
• Identify, commmunicates and manage the constraints, impediments, risk(s) and issues to keep qualitative delivery on-track.
• works autonomously while being a strong team player

Language requirements

Dutch : Strong written and spoken communication skills
French : Strong written and spoken communication skills
English : Strong written and spoken communication skills

Education

• Master or equivalent by experience

Technical experience

mandatory

• Experience with conceptual modelling techniques and methods
• Good expertise in MS Office
• Good understanding of IS and testing

preferable

• Technical acquaintance (strongly recommended)
• Knowledge and interest in Digital solutions (chat, chatbot, semantic analysis..)

Business experience

mandatory

• Good understanding of work flow processes
• Excellent analytic skills
• Customer centricity and empathy
• Great communicative skills

preferable

• Knowledge of the Agile methodolody (strongly recommended)
• Knowledge of BNP Paribas Fortis or bank sector

Soft skills

• Customer centric
• Analytical mind – conceptual thinking, curious.
• Negotiation and persuasion skills ; good communication skills
• Structured approach
• Able to work independently and to take initiatives. Autonomous worker
• Problem-solver
• Quality-minded and eye for detail
• Goal-oriented (delivery)
• Open to change and ability to integrate change in the roadmap
• Self-leading (empowered + end-to-end ownership)