ServiceNow Business Analyst Job ID 194092 Posted 28-Nov-2024 Service line Corporate Segment Role type Full-time Areas of Interest Digital & Technology/Information Technology, People/Human Resources Location(s) Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia **About The Role** The ServiceNow Business Analyst will be responsible for delivering on initiatives across People processes and systems. The role reports to the Global Tower Lead, Employee Experience, and partners strongly with the Regional People Operations, People Centres of Excellence (COE) and Enterprise Platform teams, including Digital & Technology and Finance Processes. The role is responsible for partnering and delivering items on the functional product roadmap and improvement projects across all processes within their Tower. People processes are interrelated, and this role will collaborate with other People Process Towers and People Business Partners, identifying process gaps and opportunities to simplify and enhance employee experiences when using ServiceNow (case management and knowledge). The role will focus on the following products: ServiceNow HR Service Delivery, Knowledge Management Portal and related integrations. **What You’ll Do** + Responsible for maintaining, developing, and constructing processes related to Employee Experience for the People organization within CBRE. + Documenting procedures/protocols, process flows, approver levels, decision points, and all relevant information including devising and maintaining governance procedures and protocols. + Working on enhancements related to ServiceNow both in the Case Management area and within the Knowledge Base. + Combines experience and a critical eye to review and analyze existing processes, identifying bottlenecks, along with making recommendations for process and product improvements to deliver world class employee experience. + Follows the global CBRE standards to document new processes and to problem solve through existing process and product challenges. + Works with internal stakeholders to assess and identify areas of improvement within their tower process and product landscape, ensuring all product and process initiatives are consistent with governance standards and are aligned with D&T, Finance, Audit, SOX, Data Governance, other corporate functions, and statutory requirements. + Has a solid technical understanding of the products within their tower, maintains and coordinates on Internal Platform documentation and business SOP documents as required. + Leverages design, documentation, and implementation techniques to deliver world-class process solutions, including business requirements, testing, documentation, and production migration protocols. + Co-ordinates UAT with the Platform Support teams. Maintains master UAT scripts within their tower. + Maintains the Platform workstack in accordance with Platform governance standards and provides regular and frequent status updates to their Tower Leader / Stakeholders of the progress on all initiatives they are working on. + Independently conducts follow-up and more in-depth discussions with secondary stakeholders/process users. + Identifies training documentation needs, documents as required, and communicates to Platform support team and other stakeholders. **What You’ll Need** + 5+ years of experience with People Systems and Processes which must include ServiceNow. + Bachelor's degree (BA/BS) in People, IT, or a related field of study preferred with a minimum of 3-5 years’ experience. + Experience with functionality design requirements and implementation best practices. + Experience guiding initiatives and stakeholders though change and process improvement. + Experience and qualifications in Process Mapping, Continuous Improvement, Lean, Six Sigma and Solution Design principles preferred but not essential. + Stakeholder and Project Management experience. + Expertise in thinking critically and strategically to solve problems with practical solutions. + Ability to coordinate, prioritize, and simultaneously balance multiple issues while communicating at all levels in the organization. + Customer-service oriented approach to problem solving and gathering feedback to determine continuous improvements. + Experience working within a shared services or centralised operating environment for a global company. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)