Business Analyst for "Service Now" (Expert) - BNP Paribas Fortis
Description
The Service Now squad is part of BNP Paribas Fortis' Customer Servicing and Efficiency tribe. Its mission is to give employees an intuitive and adaptive workflow tool for end-to-end management of client requests. The solution aims to improve real-time transparency, dynamically balance workload and enable seamless cross-team collaboration. The assignment focuses on simplifying processes, reducing inefficiencies and limiting manual follow-ups.
The consultant will identify and challenge business and client needs, assess their fit with the tool and obtain formal validation of requirements. The role covers business modelling, end-to-end process and data-flow analysis, and documentation of new Service Now process and data models. Business needs must be translated into clear requirements following tribe and squad standards, with participation in functional analysis so developers can progress autonomously. The Business Analyst also liaises with other contributors and acts as an interface between stakeholders.
The role also contributes to end-to-end testing, solution onboarding and change management to maximize delivery quality. The consultant identifies, communicates and manages constraints, impediments, risks and issues, and may take OPUS owner or feature owner responsibilities in an Agile environment. Strong analytical, communication, stakeholder-management and customer-centric skills are required, together with autonomous end-to-end ownership and teamwork. Knowledge of Service Now, Agile execution roles and the banking sector is preferred.
Top Reasons to Apply
Service Now transformation
End-to-end ownership
Cross-team collaboration
Agile ownership roles
Banking transformation impact
Detailed Responsibilities and Skills
Additional Responsibilities
- Understand data flow
- Analyze new process model
- Document new process model
- Analyze new data model
- Document new data model
- Translate business client needs
- Define Service Now requirements
- Formalize tribe squad requirements
- Document tribe squad requirements
- Participate functional analysis
- Enable autonomous developer progress
- Liaise with required contributors
- Prepare end-to-end testing
- Participate end-to-end testing
- Deliver maximal solution quality
- Map business solution needs
- Support solution onboarding
- Drive change management
- Interface stakeholder groups
- Communicate oral written updates
- Identify delivery constraints impediments
- Communicate delivery risks issues
- Manage delivery risks issues
- Keep qualitative delivery on-track
- Perform OPUS owner role
- Perform feature owner role
- Work autonomously
- Collaborate as team player
General skills
- At least 6 years of relevant experience in a Business Analyst role.
- Some functional analysis knowledge.
- Functional and technical basic knowledge.
- Good understanding of workflow processes.
- Excellent analytic skills.
- Customer centricity and empathy.
- Great stakeholder management.
- Great communicative skills.
- Analytical mind with conceptual thinking and curiosity.
- Structured working approach.
- Problem-solver.
- Quality-minded with an eye for detail.
- Delivery-oriented on own scope.
- Open to change and able to integrate change in the roadmap.
- Self-leading, empowered and autonomous worker with end-to-end ownership.
- Strong team player while working autonomously.
- Strong written and spoken Dutch communication skills.
- Strong written and spoken French communication skills.
- Strong written and spoken English communication skills.
- Master degree or equivalent by experience.
Technical skills
- Mandatory experience with conceptual modelling techniques and methods.
- Mandatory experience with UML modelling.
- Mandatory experience with Aris modelling.
- Mandatory experience using mock-ups.
- Knowledge of Service Now is preferable.
- Knowledge of Agile methodology is preferable.
- Experience or knowledge of OPUS owner execution roles is preferable.
- Experience or knowledge of feature owner execution roles is preferable.
- Knowledge of the bank sector is preferable.
Tools
- Good expertise in MS Office.
- UML.
- Aris.
- Mock-ups.
- Service Now.