Senior Business Systems Analyst (ServiceNow)
Core
Enhance service desk quality and operational performance through data-driven insights, continuous improvement, and AI-enabled transformation.
Role type
Senior Business Systems Analyst (ServiceNow)
Builds
Dashboards, reporting solutions, and AI-driven quality assessment mechanisms for global service desks.
Domain
IT Service Management (ITSM) / Customer Experience / AI Operations
Deliverable
dashboards & analysis
Required skills
ServiceNow platform expertise, data analysis (SQL, Excel, Power BI, Tableau), ITIL processes, root cause analysis, stakeholder management, process improvement, predictive analytics, automation workflows
Preferred skills
ITIL 4 Foundation certification, ServiceNow Certified System Administrator (CSA), quality assurance auditing, workflow optimization, AI/ML in IT operations
Technologies
ServiceNow, SQL, Excel, Power BI, Tableau
Responsibilities
Analyze service desk data to monitor KPIs (SLA, CSAT, response/resolution time) and identify trends; Perform ticket quality audits and provide feedback to improve agent performance; Design and maintain dashboards for data-driven decision-making; Lead small-to-medium improvement initiatives; Identify opportunities to leverage AI and automation for efficiency; Collaborate with cross-functional teams to translate business needs into structured solutions.
Seniority
Senior, hands-on IC
