Zurich's ServiceNow team is recruiting a Senior Business Analyst, who will be reporting to the Lead of ServiceNow Business Analyses and will be:
- working closely with multiple stakeholders within Zurich Group and operating across the organization,- responding to any business demand engagement for the ServiceNow platform,- assisting with requirements gathering, requirements workshops, document analysis, business process descriptions, use case scenarios, business analysis, task and workflow analysis etc. as required to produce specifications- responsible for the delivery of world class ServiceNow based solutions supported by a team of solution architects, programme directors, and developers
- This person can work remotely although will need to work alongside the ServiceNow Core Team, the project teams and with stakeholders in multiple geographies.
(EMEA, NA/LatAM, APAC)
- Key aspects of the role are:
- Business Needs Identification:
- Assesses and defines functional business needs and improvement areas.
- Identifies and researches opportunities for enhancement aligned with strategic goals.
- Reviews supplier release notes and leverages new ServiceNow features to maximize benefits.
- Business Analysis Planning:
- Chooses analysis methods based on work complexity, risk, assumptions, constraints, and dependencies.
- Helps develop and increase ServiceNow platform adoption and use in the business.
- Skilled in scoping and suggesting suitable approaches leveraging NOW platform capabilities.
- Manages own tasks to meet deadlines.
- Stakeholder Analysis and Change:
- Effectively identifies partners; builds and manages relationships according to individual stakeholder needs and levels of influence.
- Contributes to communication plans and change management for project and stakeholders.




- Requirements Analysis and Design Definition:
- Manages requirements planning, covering elicitation, approvals, process oversight, and assessment of scope changes.
- Collaborates with business teams to gather both functional and technical requirements, translating them into design specifications that cover Functional Design, User Interface Design, and Business Processes.
- Ensures that all work is accurately documented and maintained within the ServiceNow tool.
- Leads the transition of requirements from the product backlog into sprint planning, maintaining a comprehensive view of detailed business and functional needs.
- Clearly communicates requirements to development teams, ensuring that complex areas are properly understood and investigated, so potential opportunities, obstacles, or issues can be addressed effectively.
- Assists the Project/Programme Manager in preparing the Business Case, which includes conducting cost/benefit analyses, risk assessments, defining project scope, and developing high-level plans.
- Programme/Project Management: As and when required, the person may be asked to manage smaller projects within the ServiceNow portfolio- Manage project/program deliveries to time, budget, and quality, directly and/or indirectly through oversight of team members and their workload- Manage and oversee program/project risks, issues, dependencies,



and assumptions- Provide status reports on programs/projects and ensure all relevant governance processes are set up and maintained- Ensure the program/project delivery team complies with Zurich standards and frameworks
- Experience and Qualifications:
- 5+ years experience of using business analysis tools/techniques to design and deliver complex technology change for large integral organisations- Strong engagement, communication and facilitation skills, including presentation and influencing skills- Experience of working with third party suppliers/vendors- Working knowledge of ITIL, Agile and DevOps methodologies- Working knowledge of the ServiceNow platform, at least from a user perspective is an advantage- Strong leadership qualities and a passion for technology- The ability to build deep and lasting relationships with key stakeholders and team members to enhance the reputation of ServiceNow team- Exceptional organisational skills - able to work without supervision- Ability to work in a fast-paced environment with rapidly changing priorities on multiple projects and initiatives- Can communicate with impact, in a way that is open, honest, consistent, and clear to influence and align stakeholders around a proposed approach- Strong negotiator, influencer, and team player used to manage multiple stakeholders in demanding time-critical situations- Strong drive and resilience to overcome challenges or setbacks to achieve program/project goals- Passionate about areas of expertise, managing your own development by learning continuously from experience and seeking out development opportunities
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📌 Servicenow Business Analyst (Xico)
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