Servicenow Business Analyst - Global Pharmaceutical Company

Edelway is a Swiss IT professional services company,

We are actively looking for a ServiceNow Business Analyst to join our global pharmaceutical client is Basel Switzerland,

Role Description:

* Lead the delivery effort and account for milestone targets according to the project plan
* Take ownership & responsibility for design & specification activities
* Co-ordinate testing, simulation, training and enhancement
* Provide over-sight with offshore test teams (review Test Scenarios & Test Script documentation, assist Test Manager with stakeholder support during UAT)
* Enable decision making and direction setting
* Ensure clusters processes are aligned, integrated and uniform
* Report on the status of deliverables and progress against plan which feeds into the ITSM and wider Programme Governance model
* Produce weekly monthly report to highlight risks, key decisions & progress
* Directly manage and take responsibility for Process Experts within the assigned cluster and provide knowledge, guidance and consultancy
* Proactively manage application specific enhancements/defects
* Highlight any risks and issues observed
* Represent the Galileo Program professionally and provide the public face of the relevant process areas when required
* Work with the wider programme teams to enable delivery of the processes
* Work consultatively with stakeholders and retain focus to achieve the deployment schedule
* Run iterative workshops with stakeholders as required
* Work with Project management to assist with tracking & escalation of issues
* Monitor and drive issue resolution and escalate out of line situations
* Commit to and embody company beliefs and values of the company

Key Skills and Experience Required:

Business Experience:
* Experience in at least one Major ServiceNow Process delivery area
* Experience of Service Management implementation/transformation programs as a business analyst (min 3 years) - this can include other tool sets (such as BMC Remedy, HP SM etc.)
* Keen awareness of limitations of ServiceNow & good practice design for solutions of enterprise scale
* Experience of taking ownership for core ServiceNow module delivery with minimal management support
* Working business knowledge of consulting services (including working with offshore development teams)
* Service Management IT industry knowledge, ITIL aware (Foundation minimum)
* Educated to a minimum of higher national diploma level

Personal Skills Required:
* Strong stakeholder engagement skills (including negotiation/mediation)
* Strong customer focus and service attitude.
* High personal motivation and energy.
* Strong personal organizational skills
* Good communication skills - both written and verbal
* Empathy to understand issues from both the customer viewpoint and from individuals within the business, and to respond appropriately
* Composure and the ability to remain calm and dispassionate
* Ability to initiate action - seize opportunities to put ideas into action either personally or through engaging a team or the organization as a whole
* Ability to motivate others through effective leadership skills combined with a high level of personal energy and enthusiasm
* Judgement and Sensitivity
* Team work and team motivation in a challenging IT environment
* High affinity to work in an international as well as multicultural environment
* High flexibility and experience in prioritizing tasks
* Ability to deal with variable workload

(see below)