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IT Service Manager - ServiceNow - Financial Operations - Service Management - Project Management

IT Di-Visions AG

Posted on Jun 3, 2021 by IT Di-Visions AG

Zürich, Switzerland
14 Jun 2021
Annual Salary

For an international institution in Zurich we are seeking a highly motivated professional (m,w,d) to take up the following challenge:

IT Business Analyst (Contract)

In your role as a Senior Business Analyst in the Enterprise Service Management team, you will work closely with stakeholders to understand business processes and requirements, perform assessments and create the required documentation to support implementation of ServiceNow based solutions.

Job Description

  • Act as a trusted partner, advisor and contact point for your business counterparts
  • Assess and improve customer experience and efficiency across your portfolio.
  • Help in shaping high performing teams with our outsourcing providers and partners.
  • Promote a feedback culture and empower a self-reliant team
  • Gather, structure/illustrate, document, review requirements and write user stories
  • Review and validate user acceptance criteria if provided by Product Owner
  • Engage with Customer Experience Manager and UX/CX Designer to incorporate customer feedback, usability and user interface needs when designing systems
  • Liaise with technical DevOps Teams and Service Representatives
  • Produce functional and business user documentation - including use cases, business rules and test scenarios
  • Validate proposed solution design against requirements
  • Support Product Owner in preparing UAT documentation and reviewing testing feedback


  • University degree in Computer Science, Business Administration or a comparable education/qualification.
  • 5+ years of hands-on experience in business analysis, project or solution/service management. Ideally in an IT Service/Process Management and consulting context.
  • Knowledge in other operations disciplines (eg Finance Group Operations) is a plus.
  • Experience in working with ServiceNow.
  • Strong interpersonal skills, superb communication, listening and facilitation skills.
  • Experience working in a highly outsourced environment.
  • Clear customer focus and ability to navigate ambiguity.
  • Strong interpersonal skills, superb communication, listening and facilitation skills.
  • Can easily grasp complex process, functional and technical concepts
  • Self-motivating, with a decisive and autonomous working style.
  • Good experience in coaching people
  • Experience working in an agile delivery model
  • Successfully handle pressure-filled situations and can guide your team to develop this skill.
  • Proficient in the ITIL framework and hands-on experience with ITIL processes. Project management experience is a plus.
  • Excellent command of both written and spoken English

Contract Details

  • Start: 14 th of June 2021
  • Duration: 6 months
  • Occupancy: 100%
  • Rate depends on seniority
  • Candidates based in Switzerland are preferred.


IT Di-Visions is a friendly and dynamic IT placement agency which has a real track record with companies within the financial, telecom, insurance and other interesting industries in Switzerland.
We place IT experts in contracting positions as well as in permanent employment contracts.

For further technical information, please contact Mr. Manuel Rau.

Please send your complete electronic application to

IT Di-Visions AG
(see below)

Reference: 1217218779

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