Senior Business Analyst

  • Location

    Zürich, Switzerland

  • Sector:

    Project Management

  • Job type:


  • Salary:


  • Contact:

    Patrick Schulz

  • Email:


  • Job ref:

    JN -062021-88572_1622557750

  • Published:

    5 months ago

  • Duration:

    6 months

  • Expiry date:


  • Startdate:


  • :


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.

Your key focus is to support solution implementations and enhancements to ensure excellent efficiency and customer experience.

Business partnering and advisory skills play a crucial role in your day to day interactions with customers, partners and other business stakeholders. Working within a Scrum team, you will support the implementation of solutions using Agile methodology.

We mobilize people, processes and technology to develop and maintain solutions for our business. Therefore, you will be shaping attitudes and circumstances, not just solutions. You are expected to have the ability to formulate and express ideas clearly to your stakeholders.

Key Responsibilities

* 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

About the Team

As part of newly created Division Group Digital Transformation, the Design and Delivery Service team is delivering business transformation & simplification capabilities, customer experience & service management and execution across the group to enable transformation and innovation initiatives. Interested in being a part of a new and creative team? Interested in crafting the innovation future with us? Then we are looking for you!

About You

* 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 (e.g. 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

Darwin Recruitment AG is a Zurich based, SECO licensed, privately owned subsidiary of Darwin Professional Staffing Group Ltd (a Global IT Recruitment Consultancy).

Darwin Recruitment AG manages client relationships whilst also utilising Darwin Professional Staffing Group databases and networks to source Candidates and fulfil client requests.

We do not ask for a placement fee from Candidates/Employees.