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Business Analyst – ITIL / Service Now – Portal usability improveme job in Folkestone

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Job Ref:  204602780
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Kent
City:  Folkestone
Post Code:  CT19
Salary:  £45000 - £50000/annum £45000 - £50000
24/10/2016 10:45
Business Analyst - ITIL / Service Now - Portal usability improvement programme

A Business Analyst is being sought by one of the UK's most prestigious financial institutions to join a small but highly capable team responsible for the internal Service Management Portal (very similar to ServiceNow). The internal portal is the internal "shopping" portal for services of all Operations (such as HR, Logistics, IT etc). It provides an intuitive way to get in touch with service specialists around the world.

Required skills / Experience:

We are looking for an experienced Business Analyst with strong customer orientation, an eye for design and focus on intuitive layouts; ideally with experience of designing and implementing service desk / service management systems such as ServiceNow.

• Experience in Business Analysis including specifications of functional requirements.
• Understanding of ITIL framework and/or ServiceNow is a plus.
• Experience in designing and implementing medium to large information management solutions.
• Knowledge and specific experience with self-service tools/portals. Usability, interface design and specific experience with usability improvements are a plus.

Key duties / projects:

Improve and further develop self-service portal and tools in collaboration with other team colleagues as well as IT and service specialists.
Analyse customer feedback, identify pain points of customers regarding usability and address them appropriately by enhancing existing or adding new features and functionality.
Conducts business analysis to define business & functional requirements.
Translate these into specifications for innovative solutions and supervise implementation end-to-end.
Contribute to the planning and prioritization of ongoing activities as well as to the definition of the development strategy for the self-service tools
Plan and lead development initiatives as well as projects to onboard new service areas.

This is your opportunity to join one of the most prestigious financial institutions in the UK as a Business Analyst based in Folkestone, offering an excellent benefits package and empowered and rewarding working culture
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