Specialist IS Business System Analyst - Incident / Problem Management

In this vital role you will Product and Process Owner for the Incident and Problem Management processes within the ServiceNow platform. This role is responsible for ensuring that the design, execution, and continuous improvement of these ITIL processes meet evolving business needs, compliance requirements, and service delivery objectives.

The Specialist will collaborate with global service owners, delivery teams, and platform engineers to develop and enhance workflows, reporting capabilities, and user experience. This role plays a key part in identifying process inefficiencies, developing solutions, and implementing enhancements to optimize operations and reduce service disruption. This position requires strong analytical skills, a deep understanding of ITSM standard methodologies, and the ability to work effectively within a highly matrixed organization.

• Act as Product Owner for the Incident and Problem Management processes within the ServiceNow platform.
• Design, document, and refine process workflows to align with ITIL standard methodologies and evolving business needs.
• Gather and prioritize requirements from partners to implement process and platform enhancements.
• Collaborate with IS teams, service owners, and platform administrators to drive improvements in service restoration and root cause analysis.
• Ensure high quality and timely resolution of incidents and problems through continuous process optimization.
• Monitor and report key performance indicators (KPIs), SLAs, and trends related to incident and problem management.
• Participate in governance reviews, audits, and compliance-related activities to ensure alignment with organizational policies.
• Develop and maintain knowledge articles, training materials, and process documentation.
• Act as a domain expert and support change management activities related to process or tool changes.
• Facilitate communication and alignment across global teams to ensure standardization and standard methodology adoption.

Basic Qualifications:

• Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or related field

Preferred Qualifications:

Must-Have Skills:

• Incident & Problem Management Expertise: In-depth understanding of ITIL-based incident and problem management practices and their application within enterprise environments.
• ServiceNow Platform Knowledge: Experience configuring and optimizing Incident and Problem Management modules within the ServiceNow platform.
• Process Optimization: Solid ability to analyze data, identify inefficiencies, and design solutions to improve service performance and reduce recurring issues.
• Partner Engagement: Demonstrable ability to gather business requirements, prioritize enhancements, and communicate effectively across technical and non-technical teams.

• Root Cause Analysis & Trend Monitoring: Experience with root cause analysis methodologies and the ability to identify service trends for proactive resolution.
• Compliance & Governance Awareness: Familiarity with compliance requirements in regulated industries such as biotechnology or pharmaceuticals.
• ITSM Process Integration: Knowledge of how Incident and Problem Management integrate with other processes such as Change, Release, and Knowledge Management.
• Analytics & Reporting: Experience using visualization and reporting tools (e.g., Tableau, Spotfire, ServiceNow Performance Analytics) to drive process insight and optimization.

• ITIL v3/4 Foundation Certification (mandatory)
• ServiceNow Certified Implementation Specialist (ITSM) (preferred)
• Certified Problem or Incident Management Professional (preferred)
• Scaled Agile Framework (SAFe) for Teams (preferred)

• Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.
• Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.
• Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.
• Initiative & Accountability: Highly self-motivated and proactive, with a strong sense of ownership and follow-through on tasks and process improvements.
• Collaboration & Teamwork: Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.
• Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.
• Time & Task Management: Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.
• Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
• User & Customer Focus: Keeps partner and end-user needs central when evaluating, designing, or enhancing processes and tools.