Caroline Giraudeau

ServiceNow Business Analyst

The ServiceNow Business Analyst helps organizations optimize and streamline their processes using the ServiceNow platform. They gather business requirements, analyze workflows, and design solutions within ServiceNow to improve efficiency. They also act as a liaison between stakeholders and technical teams to ensure the platform meets business needs..

• Requirements Gathering: Work with stakeholders to gather and document business requirements for ServiceNow solutions, ensuring alignment with business objectives.
• Process Improvement: Analyze business processes and workflows to identify areas for optimization using ServiceNow modules like ITSM, HR, or Customer Service Management.
• Collaboration: Collaborate with development teams and stakeholders to design and implement solutions within ServiceNow that meet business needs.
• Data Integrity: Ensure accurate data entry and workflow processes within ServiceNow. Implement best practices for data management and auditing.
• Reporting: Create and present reports on system usage, performance metrics, and business outcomes to stakeholders.
• Tool Optimization: Configure and customize ServiceNow to align with business processes. Recommend and implement improvements to enhance system efficiency.

• Education: Bachelor’s degree in Business, IT, or a related field, or equivalent experience.
• Experience: Experience with ServiceNow modules like ITSM, HR, or Customer Service Management, and business process analysis.
• Skills: In-depth knowledge of ServiceNow and ITIL principles. Strong analytical, problem-solving, communication, and stakeholder management skills.
• Certifications: ServiceNow Certified System Administrator or Certified Application Specialist preferred. ITIL Foundation certification is a plus.