Sr Business Process Analyst

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Team Description

Our team is looking for a Sr. Business Analyst who will report to a leader in our Sabre office. The Senior Business Process Analyst (ServiceNow) plays a critical role in driving business transformation by analyzing, designing, and improving business processes in alignment with the capabilities of the ServiceNow platform. This individual acts as a liaison between business stakeholders and technical teams, ensuring the platform delivers value by addressing organizational needs and enabling efficient operations.

Role and Responsibilities:

1. Business Process Analysis and Improvement

• Lead workshops with stakeholders to understand and document current business processes and workflows.
• Identify process inefficiencies, redundancies, and pain points, and propose streamlined solutions leveraging ServiceNow capabilities.
• Develop process maps, use cases, and workflows to visualize and optimize business operations.
• Conduct root cause analyses to resolve operational challenges effectively.

2. Requirement Gathering and Documentation

• Collaborate with business teams to gather detailed functional and non-functional requirements for ServiceNow solutions.
• Translate business needs into clear, concise, and actionable documentation, including user stories, process models, and acceptance criteria.
• Maintain up-to-date process documentation, ensuring alignment with organizational goals and compliance standards.

3. ServiceNow Platform Expertise

• Leverage ServiceNow modules like ITSM, ITOM, HRSD, or CSM to design solutions that meet business requirements.
• Recommend enhancements or new features within the ServiceNow platform to maximize platform utilization.
• Act as a subject matter expert (SME) for ServiceNow process design and implementation.
• Ensure that ServiceNow configurations and workflows align with best practices and governance guidelines.

4. Collaboration with Technical Teams

• Partner with ServiceNow developers and administrators to ensure proper implementation of solutions.
• Facilitate communication between business stakeholders and technical teams to bridge gaps in understanding.
• Perform user acceptance testing (UAT) and validate that developed solutions meet business requirements.
• Support the creation of ServiceNow dashboards, reports, and metrics to provide actionable insights for leadership.

5. Change Management and Training

• Develop change management plans to ensure smooth adoption of new processes and ServiceNow implementations.
• Create training materials and conduct training sessions for end users and stakeholders to enhance their understanding of ServiceNow solutions.
• Provide ongoing support to business teams post-implementation, addressing any issues or improvement needs.

6. Strategic Alignment and Continuous Improvement

• Partner with leadership to align ServiceNow solutions with the organization's strategic goals and objectives.
• Monitor the performance of implemented processes and solutions, recommending iterative improvements.
• Stay updated on new ServiceNow features and releases to incorporate innovative solutions into the business.
• Champion a culture of process improvement and innovation within the organization.

Qualifications and Education Requirements:

• Minimum 5 years of relevant work experience as a Business Process Analyst in ServiceNow platform
• Bachelor’s degree in Business Administration, Information Technology, or a related field (Master’s preferred).
• Proficiency in ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or others.
• Strong analytical and problem-solving skills with the ability to translate business needs into technical solutions.
• Excellent communication and interpersonal skills to engage with stakeholders across all levels.
• Experience with Agile/Scrum methodologies is a plus.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.