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Business Analyst – ServiceNow at International Rescue Committee

Requisition ID: req8827

Employment Category: Regular

Open to Expatriates: No

Location: Nairobi, IHUB, Kenya

Job Description

Job Overview/Summary:

The Business Analyst – ServiceNow at the IRC will provide support for operations and projects related to ServiceNow development. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment.

The position will focus on operational support for Tier 1 tickets related to the system, system documentation, and requirements gathering.

Major Responsibilities

Primary responsibilities include but are not limited to:

  • Provide L1 end-user support for ServiceNow related issues, escalating to the Business System Manager as needed
  • Produce documentation necessary to facilitate usage of application; including user and admin guides
  • Help develop and produce actionable reports to be used for trend and performance analysis
  • Collaborate with stakeholders to gather and document solution requirements
  • Implement minor system configuration changes

Key Working Relationships

Position Reports to: Business System Manager

Position directly supervises: Non-managerial position

Other Internal And/or External Contacts

Internal: Application users and system stakeholders

External: Software and system vendors


Experience Requirements

  • Minimum of 2 years of IT and business/industry work
  • Direct experience using ServiceNow or comparable system

Knowledge And Skill Requirements

  • Strong written and oral communication and interpersonal skills
  • Strong sense of customer service
  • Knowledge of ServiceNow including Knowledge, Reporting, Incident/Problem/Change
  • Works well with others in an integrated team environment
  • Fast and independent learner
  • Intercultural competence
  • Self-motivated and a problem solver
  • Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365
  • Knowledge of Service Delivery and ITIL best practices

Preferred Additional Qualifications

  • Associate’s degree in computer science, information systems, business administration, or related field; or equivalent work experience
  • Knowledge of Agile development methodology a plus
  • ITIL Foundations certification a plus
  • Experience with JavaScript a plus

Working Environment

  • The position will work in the Nairobi, Kenya iHUB location and is expected to be on-site
  • Standard office work environment

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.

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