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ServiceNow CSM Business Analyst

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com

 

 

 

Job Summary

Purpose and Objective

Landis+Gyr is expanding its ServiceNow use and is looking for an CSM (Customer Service Management) Business Analyst with developer capabilities, to join the team and improve user’s experience and productivity.

 

The ServiceNow CSM Business Analyst will be the main point of contact with CSM users, as well as execute small CSM related configuration / customization activities when the CSM Developer is not available (backup person).

 

 

Key Performance Indicators

  • Successful delivery of project related activities.
  • Business Impact of CSM process improvements / year (USD).
  • Customer Satisfaction index of CSM related Incidents.

Core Areas of Responsibility/ Accountability

  • Drive CSM process improvement based on best practices and new ServiceNow features.
  • Work with the ServiceNow Platform Onwer to define the CSM roadmap.
  • Work with the users and key business stakeholders to capture and discuss requirements, as well as document and request the changes.
  • Interact with the ServiceNow Developers, track and test changes.
  • Work with the CSM users and ServiceNow Developers to complete platform upgrade projects.
  • Provide tier 1 and 2 support to CSM users.
  • Execute small CSM (Platform, AWS and Portal) related configuration / customization activities when the CSM Developer is not available (backup person).
  • Interface with implementation partners.

 

 

 

 

Landis+Gyr Core Behavioural Competencies  

Description

Proficiency

Basic

Advanced

Expert

Communicating Effectively

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Accepting Responsibility

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Understanding my Role in the Business

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Building Relationships

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Problem Solving and Making Decisions

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Additional Behavioural Competencies  

Description

Proficiency

Basic

Advanced

Expert

 

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Core Technical/Skills Competencies (ie. Programming language, PC tools mastery)

Description

Proficiency

Basic (Level 1)

Advanced (Level 2)

Expert (Level 3)

ServiceNow CSM Business Analyst

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ServiceNow CSM Configuration

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ServiceNow Development

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If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  ServiceNow CSM Business Analyst

Location: 

Curitiba, BR

Requisition ID:  12162
Date Posted:  Jun 14, 2022

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