Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and well-being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

• Decskill Talent: We believe that our people are key to our success. Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.
• Decskill Boost: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.
• Decskill Connect: Our team collaborates closely with clients to implement and manage IT infrastructures that generate long-term value.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for a Business Analyst ServiceNow – CSM for a remote project.

Mission Description:

The resource will act as the link between internal stakeholders, the Product Manager and the implementation team and will work with other Amadeus business analysts and POs.

Main Responsibilities:

• Gathering, analyzing and reviewing internal customer requirements, helping to maintain a backlog in collaboration with the external vendor and other Product Owners / Business Analysts.

• Helping review each demand in relation to the platform out of the box features and guarantee that if a change is necessary ServiceNow best practices are followed or an alternative solution is proposed.

• Providing guidance on process evolutions and platform capabilities.

• Keeping up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team.

• Working in autonomy on their perimeter, involving developers, peers and management when required.

• Helping organize UATs, and working on building and updating key test scenarios together with the external vendor.

• Proposing improvement actions on their functional perimeter.

• Helping drive functional workshops with the end users, assisting the vendor and the internal stakeholders and ensures key topics are addressed.

Methodology & Functional:

• 4+ years Hands-on experience in the Business Analyst role on the ServiceNow platform.

• Extensive knowledge and hands on experience of:

o CSM (Case Management and related processes, CSM Portal).

o ITSM (incident, request).

o The ServiceNow Platform.

• Knowledge and experience with CSDM is a plus.

• Good knowledge if ITIL.

• Experience of large transformation projects is a plus.

• Knowledge of Agile SCRUM.

Common Skills:

• Experience in (co)leading workshops, preparing and running demos.

• Excellent written / oral communication skills in English. Ability to adapt communication to the audience.

• Excellent interpersonal skills, positive attitude and open mindset.

• Ability to understand and break down complex concepts to clarify the effort and the re-quired changes.

• A team player used to work in a distributed multi-cultural team.