ServiceNow Business Analyst

Project Specification

·        Project Overview: This business proposition encapsulates the strategic evolution of IT Hardware Asset Management (part of ITAM) through the orchestrated transition from a proprietary in-house service utility, known as ABAC Assets, to the ServiceNow Hardware Asset Management (HAM) applications and modules which are available on the EC Corporate ServiceNow platform.

·        Project Purpose: The SNOWHAM project aims to streamline IT hardware asset management practice by migrating current systems to the ServiceNow platform. This migration addresses critical challenges in the existing system, including data quality issues, integration complexities, and outdated processes.

·        Key Challenges: The project faces several challenges, including stringent timeline constraints due to business demands and regulatory deadlines and data quality issues requiring extensive cleaning and validation efforts.

·        Project Scope and Milestones: The project encompasses essential milestones such as IT item request, order form data retrieval, good reception and scanning, move, installation, inventory management, decommissioning, and asset identification updates. These milestones will ensure a systematic and efficient transition.

·        Synergies and Interdependencies: Effective collaboration with ITELCM operational teams, Service Desk/IT Hubs teams, and business users is vital. Coordination with DIGIT Software Asset Management initiative as well as existing legacy platform providers (DIGIT.A.2) and technology support (DIGIT.C.6) is necessary for seamless integration. Clear data governance and product ownership at the EC and non-EC level are essential for comprehensive and inclusive solutions.

·        Recommendations: To ensure the success of the HAM project, it is crucial to prioritize stakeholder alignment, streamline communication among various teams, and allocate adequate resources, both in terms of skilled personnel and budget. Addressing data quality issues collaboratively and ensuring compatibility with existing systems are paramount. Additionally, establishing clear data governance and product ownership structures will facilitate future expansions and improvements.

·        ServiceNow Hardware Asset Management project is pivotal for the IT Asset Management future practice. With strategic planning, efficient coordination, and a focus on quality, the successful migration to ServiceNow HAM will significantly enhance IT asset management capabilities, ensuring a robust and future-ready technological foundation.

Context:

In the context of the EUSS (End-user Support Services) contract with the European Commission we are looking for a ServiceNow Business Analyst. Indicative duration of the mission: From 05/01/2026 till 03/07/2027 with extension possibility every 6 months.

Responsibilities:

·       Requirements Gathering & Analysis: Collaborate with business stakeholders to capture and document detailed business and functional requirements for ServiceNow enhancements, focusing on Hardware Asset Management (HAM)

·       Data Analysis: Analyze data to suggest and implement improvements to data sets to support process functionality and process efficiencies

·       Process Mapping & Workflow Analysis: Analyze and document current business processes, propose improvements, and design automation workflows using Flow Designer to streamline operations and efficiency.

·       Hardware Asset Management (HAM): Assist in defining and refining processes for the hardware asset management processes within ServiceNow, including asset tracking, lifecycle management and reporting.  Aligning with technical teams to ensure alignment with asset related workflows.

·       Stakeholder communication: Act as the liaison between business and technical units, ensuring all stakeholders are aligned on project goals, timelines, objectives and deliverables.

·       Testing & Validation: Assist in conducting testing, validating that the solution meets the business needs and functional requirements.

·       Documentation: Produce detailed documentation for business processes, functional specifications and user stories.

·       Presentation & Communication: Present solutions to stakeholders both via ServiceNow and PowerPoint, including to senior-management.

Skills[1]:

•                     3+ years’ experience: working as a Business Analyst, with at least 1 year in ServiceNow implementations.

•                     Experience in Hardware Asset management (HAM) with knowledge of asset lifecycle processes, data integrity and reporting.

•                     Experience analysing large data sets to identify enrichment opportunities

•                     Experience defining complex processes that can be utilised by development teams to design and build workflows

•                     Excellent communication skills and the ability to translate business needs into technical requirements and vice versa.

•                     Experience with agile development methodologies and tools like JIRA.

•                     Ability to work in a collaborative team environment.

•                     Strong problem-solving skills and the ability to work independently in a fast-paced environment.

•                     Service and proactive Minded.

•                     Ability to multi-task and adapt to changes quickly.

•                     Able to quickly assimilate procedures.

•                     Able to work well under pressure.

•                     Customer facing experience.

•                     Comfortable in international and multicultural working environment.

•                     Punctual, meticulous, autonomous, and reliable.

•                     Ability to troubleshoot in complex environments and quickly identify root cause.

•                     Willingness to continually learn and improve

•                     Public Sector experience (nice to have)

•                     Excellent spoken and written knowledge of English (min.C1)

Desirable:

·       Process design (BPMN)

o    Asset lifecycle

o    Business processes

·       Presentation (to senior levels)

o    Sprint demos

o    Requirements workshops

o    Training

·       Documentation

o    functional

o    non-functional

o    user guides

·       Stakeholder management 

o    Chairing Meetings

o    Capable to manage expectation/pushback

·       Experience in collecting business requirements

·       Experience in drawing process diagrams and workflow tasks

Certifications:

·       Certified System Administrator (desirable)

·       Flow Designer (desirable)

·       Hardware Asset Management CIS (desirable)

·       Integration Hub (desirable)

Additional assets:

·       French knowledge is highly desirable (At least B-2); knowledge of other EU languages is a plus.

·       Experience with European Commission is an asset

·       Engineering or computer science background

Working Conditions:

·       Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.

·       Possible locations:

o    Brussels / Luxemburg

OR

Another EU County: possibility to work in remote in full time (only from an EU Country) with  occasional travel (in Belgium/ Luxemburg) estimated at 3 customer visits per year included in the rate