Business Operations Analyst

Servicenow   •  

Toronto, ON

Industry: Technology


8 - 10 years

Posted 34 days ago

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

What you get to do in this role:

  • Focus on trend analysis as it relates to customer experience and the quality of our product/service
  • Engage Engineering (SW Product, Infrastructure) to deliver fixes in the platform and service that will improve Product Quality, accelerate MTTR, and reduce Customer Support case load
  • Work closely with Engineering and Customer Support to identify opportunities for Knowledge Base articles that will improve Customer Experience and Customer Support Efficiency
  • Determine through review and analysis of the Incidents and Problems, and collaboration with the Engineering teams on the most significant opportunities for improvement in Red Line, MTTR, fixes and customer experience
  • Publish Knowledge and Known Error articles associated with the Problems; Be an advocate of Knowledge and drive the Knowledge roadmap
  • Update and improve associated processes; be engaged in how the information you are creating is used and how to make it more useful
  • Track and drive improvements in the Domain health metrics associated with Incidents and Problems (Red Line, TTR, CSAT, PRB SLAs)

In order to be successful in this role, we need someone who has:

  • Minimum 8 years of business analysis experience. ServiceNow platform is a plus
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
  • Outstanding communication skills, both written and verbal, and very strong interpersonal skills
  • Attention to detail and the ability to communicate the right level of detail to the right audience
  • Ability to work independently or with a team and multi-task in a fast-paced environment
  • Self-starter with strong analysis skills and ability to learn new product areas quickly