Job details:

• Full-time
• Remote
• Start date: asap
• End date: 29/01/2027
• Extensions possible

We are looking for an experienced Business Analyst, developing technical solutions to support the business requirements. This may involve the writing of technical specifications, user stories, user guides and process charts.

The ServiceNow Performance Analytics (PA) Business Analyst is responsible for gathering, analyzing, and translating business requirements into analytics and reporting solutions within ServiceNow. The role supports Chubb’s SIAM operating model by enabling SLA/KPI reporting, supplier performance monitoring, and data-driven decision-making.

Scope:

• Conduct As-Is assessment of current SLA/KPI/OLA frameworks and identify improvement opportunities
• Facilitate stakeholder workshops to gather business, operational, and reporting requirements
• Define and document SLA/KPI metrics aligned with business objectives and industry best practices
• Create and maintain Report Solution Design Documents (RSDDs) for agreed metrics and dashboards
• Translate business requirements into user stories, acceptance criteria, and functional specifications
• Collaborate with ServiceNow PA Developers to build dashboards, scorecards, and reports
• Validate SLA/KPI definitions and dashboard outputs with stakeholders and obtain sign-off
• Support UAT, testing cycles, and solution demonstrations
• Analyze trends, identify performance gaps, and recommend corrective actions
• Support continuous improvement initiatives and service performance governance
• Support definition and tracking of supplier SLA/KPI metrics within a centralized ServiceNow platform
• Enable reporting for penalties and earnbacks tied to service performance
• Support monthly performance reporting and supplier review processes
• Collaborate with suppliers and stakeholders to manage underperforming metrics and improvement plans

Requirements:

• Strong experience in ServiceNow platform, particularly Performance Analytics and reporting
• Experience defining and managing SLA/KPI frameworks
• Experience in SIAM or multi-vendor environments preferred
• Strong analytical and problem-solving skills
• Experience with Agile methodologies and user story creation
• 5+ years of experience
• Strong stakeholder engagement and communication skills
• Ability to translate complex business requirements into clear technical requirements
• Strong attention to detail and data accuracy

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation or higher certification
• Experience in Insurance domain

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