Business Analyst - General - Level III / no-611 / no -612 / no-613

4070 Basel (St. Johann)
Start Date: 
End Date: 
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For customer located in Basel we are currently looking for (m/f) a  Business Analyst - General - Level III

  • Type of placement:  9 months, external contract with possible long term extension
  • Company:  major Pharma company in Basel area
  • Salary:  level 3, please ask us for the exact rate range 

(monthly all in salary levels in CHF,  level1= 5-10k , level2=10-15k,  level3= >15k)


Business Purpose

Galileo program in NBS IT is offering 3 Senior IT Business Analyst roles acting as ServiceNow Process Cluster Leads to enable and drive the delivery of an agile ServiceNow project within tight business time lines. The first project role described here will require an intensive management of ServiceNow ITSM Processes in the cluster focusing on Service Request Framework and Service Request Management. It necessitates close liaison with the ServiceNow project team, end-client stakeholders, multiple supplier representatives and on & off-shore development. The engagement will ensure that core defects, enhancements or alternative working methods required to deliver the initial scope for Go Live are identified, agreed, delivered and tested with support from offshore test resources.

Envisaged assignment period is from 12-Feb-2018 (at the very latest) until 30-Nov-2018 on 100% base.



The position reports to ITSM Technical Lead.


Role Description

  • Lead the delivery effort and account for milestone targets according to the project plan
  • Take ownership & responsibility for design & specification activities
  • Co-ordinate testing, simulation, training and enhancement
  • Provide over-sight with offshore test teams (review Test Scenarios & Test Script documentation, assist Test Manager with stakeholder support during UAT)
  • Enable decision making and direction setting
  • Ensure clusters processes are aligned, integrated and uniform
  • Report on the status of deliverables and progress against plan which feeds into the ITSM and wider Programme Governance model
  • Produce weekly monthly report to highlight risks, key decisions & progress
  • Directly manage and take responsibility for Process Experts within the assigned cluster and provide knowledge, guidance and consultancy
  • Proactively manage application specific enhancements/defects
  • Highlight any risks and issues observed
  • Represent the Galileo Program professionally and provide the public face of the relevant process areas when required
  • Work with the wider programme teams to enable delivery of the processes
  • Work consultatively with stakeholders and retain focus to achieve the deployment schedule
  • Run iterative workshops with stakeholders as required
  • Work with Project management to assist with tracking & escalation of issues
  • Monitor and drive issue resolution and escalate out of line situations
  • Commit to and embody company beliefs and values of the company

Key Skills and Experience Required:

Business Experience: 

  • Experience in at least one Major ServiceNow Process delivery area
  • Experience of Service Management implementation/transformation programs as a business analyst (min 3 years) – this can include other tool sets (such as BMC Remedy, HP SM etc.)
  • Keen awareness of limitations of ServiceNow & good practice design for solutions of enterprise scale
  • Experience of taking ownership for core ServiceNow module delivery with minimal management support
  • Working business knowledge of consulting services (including working with offshore development teams)
  • Service Management IT industry knowledge, ITIL aware (Foundation minimum)
  • Educated to a minimum of higher national diploma level


Personal Skills Required

  • Strong stakeholder engagement skills (including negotiation/mediation)
  • Strong customer focus and service attitude.
  • High personal motivation and energy.
  • Strong personal organizational skills
  • Good communication skills – both written and verbal
  • Empathy to understand issues from both the customer viewpoint and from individuals within the business, and to respond appropriately
  • Composure and the ability to remain calm and dispassionate
  • Ability to initiate action – seize opportunities to put ideas into action either personally or through engaging a team or the organization as a whole
  • Ability to motivate others through effective leadership skills combined with a high level of personal energy and enthusiasm
  • Judgement and Sensitivity
  • Team work and team motivation in a challenging IT environment
  • High affinity to work in an international as well as multicultural environment
  • High flexibility and experience in prioritizing tasks
  • Ability to deal with variable workload