ServiceNow Business Analyst

Project Specification

·        Project Overview: This business proposition encapsulates the strategic evolution of IT Hardware Asset Management (part of ITAM) through the orchestrated transition from a proprietary in-house service utility, known as ABAC Assets, to the ServiceNow Hardware Asset Management (HAM) applications and modules which are available on the EC Corporate ServiceNow platform.

·        Project Purpose: The SNOWHAM project aims to streamline IT hardware asset management practice by migrating current systems to the ServiceNow platform. This migration addresses critical challenges in the existing system, including data quality issues, integration complexities, and outdated processes.

·        Key Challenges: The project faces several challenges, including stringent timeline constraints due to business demands and regulatory deadlines and data quality issues requiring extensive cleaning and validation efforts.

·        Project Scope and Milestones: The project encompasses essential milestones such as IT item request, order form data retrieval, good reception and scanning, move, installation, inventory management, decommissioning, and asset identification updates. These milestones will ensure a systematic and efficient transition.

·        Synergies and Interdependencies: Effective collaboration with ITELCM operational teams, Service Desk/IT Hubs teams, and business users is vital. Coordination with DIGIT Software Asset Management initiative as well as existing legacy platform providers (DIGIT.A.2) and technology support (DIGIT.C.6) is necessary for seamless integration. Clear data governance and product ownership at the EC and non-EC level are essential for comprehensive and inclusive solutions.

·        Recommendations: To ensure the success of the HAM project, it is crucial to prioritize stakeholder alignment, streamline communication among various teams, and allocate adequate resources, both in terms of skilled personnel and budget. Addressing data quality issues collaboratively and ensuring compatibility with existing systems are paramount. Additionally, establishing clear data governance and product ownership structures will facilitate future expansions and improvements.

·        ServiceNow Hardware Asset Management project is pivotal for the IT Asset Management future practice. With strategic planning, efficient coordination, and a focus on quality, the successful migration to ServiceNow HAM will significantly enhance IT asset management capabilities, ensuring a robust and future-ready technological foundation.

Requirements

Context:

In the context of the EUSS (End-user Support Services) contract with the European Commission we are looking for a ServiceNow Business Analyst. Indicative duration of the mission: From 05/01/2026 till 03/07/2027 with extension possibility every 6 months.

Responsibilities:

·       Requirements Gathering & Analysis: Collaborate with business stakeholders to capture and document detailed business and functional requirements for ServiceNow enhancements, focusing on Hardware Asset Management (HAM)

·       Data Analysis: Analyze data to suggest and implement improvements to data sets to support process functionality and process efficiencies

·       Process Mapping & Workflow Analysis: Analyze and document current business processes, propose improvements, and design automation workflows using Flow Designer to streamline operations and efficiency.

·       Hardware Asset Management (HAM): Assist in defining and refining processes for the hardware asset management processes within ServiceNow, including asset tracking, lifecycle management and reporting.  Aligning with technical teams to ensure alignment with asset related workflows.

·