ServiceNow Business Analyst: HRSD

Your day at NTT DATA

• The Business Process Analyst is a seasoned subject matter expert, responsible for optimizing and transforming company business processes to drive efficiency, innovation, and excellence.
• This role involves collaborating with cross functional teams, leveraging technology, and implementing best practices to streamline workflows, enhance customer experience, and achieve business objectives.
• The Business Process Analyst defines, develops, documents, tests and optimizes the end-to-end processes that support the business.

Key responsibilities

• Advises relevant stakeholders in the business on improvement options of existing end-to-end business processes.
• Applies business process redesign methodology to develop effective solutions to business problems.
• Assists with the proactive identification of business and/or operational process improvements through data analysis to ensure constructive suggestions for change.
• Uses the information gathered from incidents raised by the operation to ensure the identification of process improvements.
• Identifies potential cross-functional synergies and improvements that will ensure optimal performance within the assigned area of responsibility.
• Conducts impact assessments of process gaps by analyzing grey areas not clearly defined by established standards and ensuring that these are mapped during the design process.
• Facilitates the design / re-design of business processes including clarifying, identifying issues and facilitating changes to attain the highest levels of client service, efficiency, control and compliance.
• Standardizes, maintains, and documents new or improved processes based on findings and analysis.
• Engages with a variety of stakeholders and facilitates workshops to generate, review and update the new improved processes.
• Ensures the preparation of detailed process diagrams and the accompanying documentation in terms of process design.
• Assists with the implementation and delivery of internal and external projects related to business process improvement, against a predetermined project plan.
• Ensures that the required change management processes are followed, and initiatives are implemented in line with company standards and methodology.
• Performs any other related task as required.

To thrive in this role, you need to have

• Seasoned analytical skills with the ability to dissect complex business processes, identify patterns, and propose improvements.
• Excellent communication skills to articulate complex process flows to business stakeholders.
• Problem-solving mindset with the ability to identify root causes and develop effective solutions.
• Attention to detail and accuracy in documenting process workflows and procedures.
• Collaboration skills to work effectively with cross-functional teams and stakeholders.
• Adaptability and openness to change, especially in dynamic and evolving environments.
• Seasoned proficiency in data analysis tools and techniques.
• Project management skills to coordinate and implement process improvement initiatives.
• Ability to work under pressure and meet deadlines.
• Ability to prioritize workload in a fast-paced environment.
• Seasoned knowledge of workflow and process control software.
• Ability to analyze and understand process mapping as a method of visualizing an ongoing process.
• Seasoned knowledge on processes and up and downstream impact of process steps.
• Seasoned knowledge of process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Business or related field.
• Project Management certification preferred.
• Six Sigma or Lean or equivalent type certification preferred.

Required experience

• Seasoned experience in business process improvement, process reengineering, or related roles within the IT services industry.
• Seasoned demonstrated experience as a business process analyst or related role within an IT services or technology organization
• Seasoned demonstrated experience of dissecting complex processes, identifying patterns, and proposing improvements
• Seasoned demonstrated experience using process analysis methodologies and tools
• Seasoned experience in project management methods such as Scrum or Waterfall.