Manager - ServiceNow Business Analyst

Job Description

Grade: Manager

Job Title: ServiceNow Business Analyst

Region: UAE

Service Line: Customer, Technology Advisory and Enablement

The Role:

As a ServiceNow Business Analyst within the Lower Gulf region at KPMG, you'll be instrumental in successfully delivering ServiceNow solutions to our clients. Serving as a key member of the project delivery team, your role involves defining and managing business requirements, leveraging your ServiceNow expertise to effectively communicate with solution architects and developers. This dynamic role spans both pre-sales and delivery activities, contributing to the design and implementation of ServiceNow-based solutions. Additionally, you will lead a small team of developers/testers and/or a workstream, utilizing your project management skills to ensure successful outcomes.

Key Responsibilities:

• Support the technical delivery of transformation projects based on the ServiceNow platform.
• Manage onshore and offshore resources, overseeing Design, Build, Test, and Implementation activities.
• Fulfil the SCRUM master role within an Agile delivery methodology.
• Lead project workstream(s), ensuring compliance with KPMG standards and frameworks, validating scope, resource, and financial models.
• Manage workstream delivery, ensuring adherence to time, budget, and quality parameters.
• Oversee workstream risks, issues, and client reporting, supporting the Delivery Lead.
• Ensure traceability mapping of business requirements through the project lifecycle.
• Translate and simplify requirements for technical developers through user stories.
• Drive the design and review of test cases, including the use of automated testing frameworks.
• Develop role-specific training materials for configured functionality.
• Provide technical input into the sales cycle, including solutioning, estimating, and creating and presenting client proposals across various domains such as ITSM, ITOM, SecOps, GRC, HR, and CSM.
• Offer guidance to junior resources and contribute to the growth and strengthening of the practice capability.
• Assist in developing KPMG's service offerings underpinned by the ServiceNow platform, collaborating with cross-functional teams within the Lower Gulf region and globally.

Qualifications and Experience:

• Support the technical delivery of transformation projects based on the ServiceNow platform.
• Consulting / professional services experience.
• A background of over 5 years in conducting business analysis within technology-driven service management transformations, with a preference for expertise in ServiceNow.
• 3+ years of experience working with Agile SDLC methodologies.
• Over 2 years of project management experience involved in the implementation of technology-enabled service management workstreams, with a preference for proficiency in ServiceNow and openness to expertise in complementary technologies like HPSM/Remedy.
• Possess certifications such as Business Analyst (e.g., IIBA, BCS), ITIL Foundation (V3 or V4 preferred), ServiceNow Certified System Administrator, SCRUM Master, and PRINCE2 Foundation or equivalent.
• Demonstrated pre-sales proficiency in ServiceNow solutions, inclusive of handling RFIs, RFPs, and client presentations.
• Experience in designing IT Operating Models and leading offshore development teams.
• Familiarity with a variety of ServiceNow products beyond ITSM, including SecOps, ITOM, HR, CSM, and GRC.
• Proven experience with project management and agile tools such as ITBM, MS Project, JIRA, Confluence, SharePoint.
• Ability to cultivate strong and enduring relationships with clients and team members, contributing to the positive reputation of KPMG as a preferred advisor.
• Outstanding organizational skills, showcasing the ability to work autonomously.
• Adaptable to a fast-paced environment, managing changing priorities across multiple projects and initiatives.
• Effective communication skills, delivering impactful and transparent messages to influence and align stakeholders with proposed approaches.
• Adept negotiator, influencer, and team player with experience managing multiple stakeholders in time-sensitive situations.
• Demonstrated drive and resilience in overcoming challenges or setbacks to achieve team, project, or client goals.
• A passion for continuous learning and development within areas of expertise, actively seeking opportunities for personal and professional growth.