Business Solution/Process Analyst (ServiceNow)

Organizational Setting

The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises hardware and software platforms, and cloud and externally-hosted services. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.

The Business Technology Coordination Section (BTCS) manages the implementation of the IAEA Business Technology Strategic Plan, coordinates the development of Agency ICT policies, standards and guidelines, and facilitates ICT governance across the Secretariat. BTCS also provides project and product management and information architecture services to the Division of Information Technology.

Main Purpose

The Business Solution and Process Analyst will be working within the ServiceNow Module of HRMS Case Management. The BSA will be actively driving project workshops for HRMS Case management and working directly with the customer to define requirements, direct him on solutions and document requirements in stories as part of a scrum process.

Functions / Key Results Expected

• Analysis & Solution Design: Requirement analysis, map and gap to ServiceNow
• Prepare and facilitate customer workshops to explain configuration and process concepts and gather requirement details.
• Understand new business requirements with the intent to design, optimize, and document operational, technology, and business workflows through stakeholder interviews.
• Be able to summarize workshop outcomes, create meeting minutes, and follow up with end customers where applicable.
• Be able to follow up on outstanding details and unresolved requirements.
• Perform functional setup and configuration in ServiceNow.
• Prepare UAT (User Acceptance Testing) plans and support UAT execution.
• Collaborate with the development team to resolve issues and implement user stories and enhancements.
• Communicate effectively with stakeholders, internal ServiceNow staff, and support the ServiceNow product owner.
• Create user documentation, training material, and workshop materials.
  
  

Required

Knowledge, Skills and Abilities

• Business System Analysis
• Service Oriented Architecture
• Systems Analysis
• Systems Engineering
• Testing Management
• Software Development
  
  

Qualifications And Experience

• Bachelor's Degree - Computer Science, Business Processes or related field
• Minimum of five years of experience with Service Now implementation as Business System Analyst.
• Minimum of two years of experience with HRMS Case Management in Service Now.
• Fluency in English. Knowledge of the other IAEA official languages is an asset.
  
  

Remuneration

The remuneration for this consultancy is a daily fee of up to a maximum of € 375, based on qualifications and experience. In case duty travel is required within the assignment, a daily subsistence allowance (DSA) and travel costs are provided. Health coverage and pension fund are the responsibility of the incumbent.

Organization

MTIT-Business Technology Coordination Section

Primary Location

Austria-Vienna-Vienna-IAEA Headquarters

Job Posting

2025-04-10, 1:09:17 PM

Closing Date

2025-06-05, 11:59:00 PM

Duration in Months

12

Contract Type

Special Service Agreement - SSA

Full Competitive Recruitment

No