Senior Business Analyst (ServiceNow)
Kuala Lumpur, W.P. Kuala Lumpur
|Hybrid
|Contract
|Job ID 7497|Posted Sep 2, 2024JOB DESCRIPTION
Senior Business Analyst (ServiceNow)
Kuala Lumpur
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, and Malaysia.
Overview: Our company is committed to making international transactions faster, smarter, and more efficient in a rapidly evolving and competitive marketplace. With innovations in cross-border payments and advancements in technology, we are transforming our infrastructure to ensure reliability, scalability, and resilience. To achieve this, we focus on automating, standardizing, and simplifying our technology layer, aiming to provide comprehensive technology services rather than just capabilities. We seek a Senior Business Analyst with a strong technical background in data models who can gather requirements, understand complex business processes, and translate them into actionable development insights, ensuring operational excellence, security, and customer satisfaction.
Responsibilities:
Requirement Gathering and Analysis:
Requirements:
Education: Bachelor’s/ master’s degree in business, Information Technology, or a related field.
Experience:
Analytical Skills: Strong analytical and problem-solving abilities. Attention to detail in documenting and validating requirements.
Team Collaboration: Proven ability to work collaboratively in cross-functional teams. Experience in Agile/Scrum methodologies is a plus.
Industry Certifications: Business Analysis Professional (CBAP) or equivalent certification is desirable. ServiceNow certifications or relevant training is a plus.
What will make you successful?
The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Kuala Lumpur
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, and Malaysia.
Overview: Our company is committed to making international transactions faster, smarter, and more efficient in a rapidly evolving and competitive marketplace. With innovations in cross-border payments and advancements in technology, we are transforming our infrastructure to ensure reliability, scalability, and resilience. To achieve this, we focus on automating, standardizing, and simplifying our technology layer, aiming to provide comprehensive technology services rather than just capabilities. We seek a Senior Business Analyst with a strong technical background in data models who can gather requirements, understand complex business processes, and translate them into actionable development insights, ensuring operational excellence, security, and customer satisfaction.
Responsibilities:
Requirement Gathering and Analysis:
- Engage with business stakeholders to elicit, document, and analyze their requirements.
- Translate business needs into comprehensive and detailed technical stories for development teams.
- Conduct workshops and interviews to understand business processes and identify opportunities for improvement.
- Design and configure ServiceNow solutions, ensuring they meet business requirements and are scalable, maintainable, and aligned with best practices.
- Added Advantage (optional): Possess a solid technical background, with specific expertise in the Service Portfolio Management implementation.
- Collaborate with developers and technical teams to ensure accurate implementation of business requirements.
- Provide insights and recommendations on technical feasibility and best practices within the ServiceNow Platform.
- Work with developers and technical teams to oversee the implementation of ServiceNow modules, including ITSM, ITOM, ITAM, and other related areas.
- Foster strong relationships with business partners, IT teams, and other stakeholders.
- Facilitate communication between technical and non-technical teams, ensuring a shared understanding of project goals and timelines.
- Create clear and concise documentation, including user stories, process flows, and technical specifications.
- Maintain accurate and up-to-date records of requirements throughout the project lifecycle.
- Collaborate with project managers to define project scope, objectives, and timelines.
- Assist in the identification and management of project risks and issues.
Requirements:
Education: Bachelor’s/ master’s degree in business, Information Technology, or a related field.
Experience:
- Minimum 10+ years of experience as a Business Analyst, with at least 6 years focused on ServiceNow.
- Proven experience in implementing and optimizing ServiceNow modules such as ITSM, ITOM, ITAM.
- Demonstrated expertise in Service Portfolio Management, including experience with service catalog management, service lifecycle management, and service performance analytics.
- Strong knowledge of ServiceNow platform capabilities, including workflow automation, scripting, and integration with third-party systems.
- Proficiency in using ServiceNow’s Process Automation Designer (PAD) and Flow Designer for orchestrating workflows.
- Familiarity with ITIL framework and its application within ServiceNow.
Analytical Skills: Strong analytical and problem-solving abilities. Attention to detail in documenting and validating requirements.
Team Collaboration: Proven ability to work collaboratively in cross-functional teams. Experience in Agile/Scrum methodologies is a plus.
Industry Certifications: Business Analysis Professional (CBAP) or equivalent certification is desirable. ServiceNow certifications or relevant training is a plus.
What will make you successful?
- Takes Accountability for Delivering Results: Decides on and pursues the best course of action to deliver results following in-depth analyses of relevant issues and conflicting factors and after assessing foreseeable risks; follows through to ensure delivery and closure or escalates as needed.
- Demonstrates Operational Excellence: Sets clear standards for quality of work; adheres to / encourages a continuous improvement mindset; implements procedures, standards and policies to ensure operational success in terms of security, availability, reliability and customer satisfaction.
- Expands knowledge: Translates creative ideas into plans or projects for the business; demonstrates a commitment to learn and develop self and others; takes accountability to ensure knowledge is retained and shared to advance organization capability and gain business advantage.
- Bus Understanding and Commercial Sense: Applies understanding of how different divisions contribute to meeting company’s business objectives; understands market drivers of success and encourages changes to improve offerings while optimizing commercial performance.
- Builds and reinforces cost relationships: Builds and maintains effective working relationships with a range of customers; actively listens to and translates complex needs into appropriate solutions while remaining sensitive to the complexities of the business and company’s commitment to integrity in all relationships; encourages others to demonstrate strong customer focus and responsiveness.
- Leads with a team focus: Forms and mobilizes teams; contributes to team effectiveness through people management or professional leadership; respects diversity and encourages others to do so; provides motivational opportunities and recognizes differences in team member contributions; serves as a role model by living company values.
- Communicates effectively: Communicates effectively across a wide range of practical or theoretical issues; modifies communication style to optimize understanding by others; clarifies applicable goals, objectives, and business situations; acknowledges and respects other views.
The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.
In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us.
All applicants applying must be legally authorized to work in the country of employment.