{"id":78641,"url":"https://alion.io/job/cyclad-it-business-analyst-servicenow-performance-analytics","title":"IT & Business Analyst – ServiceNow Performance Analytics","company":{"id":895,"name":"Cyclad","domain":"cyclad.eu","url":"https://alion.io/company/cyclad","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitify","truth_index":{"grade":"B","score":75,"open_postings":105,"ghost_share":0.41,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kraków, Poland"],"countries":["PL"],"hiring_countries":["PL"],"hiring_countries_total":1,"salary":{"min":90,"max":130,"currency":"PLN","period":"hour","gross":false,"usd_annual":70000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-11-04T05:58:44Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":86},"description":"At Cyclad, we work with top international IT companies to help them deliver cutting-edge technologies that shape the future. We are currently looking for an experienced IT & Business Analyst with ServiceNow Performance Analytics expertise to join an international team supporting analytics, reporting, and service performance management within the insurance industry.\nIn this role, you will work closely with business stakeholders, suppliers, and technical teams to translate business requirements into effective ServiceNow analytics and reporting solutions. You will focus on SLA/KPI frameworks, supplier performance monitoring, dashboards, and data-driven service improvement within a complex multi-vendor environment.\nProject information:\nType of project: Insurance\n Office location: Kraków, Poland\n Work model: 100% Remote\n Budget: 90-130 PLN net/hour - B2B\n Project length: Long-term\n Start date: ASAP (depending on the candidate's availability)\n Only candidates with citizenship in the European Union and residence in Poland\nYour responsibilities:\nConduct As-Is assessments of existing SLA, KPI, and OLA frameworks and identify improvement opportunities\nFacilitate workshops with business and technical stakeholders to gather operational, reporting, and analytics requirements\nDefine and document SLA/KPI metrics aligned with business objectives and industry best practices\nPrepare and maintain Report Solution Design Documents (RSDDs) for agreed metrics, reports, and dashboards\nTranslate business requirements into user stories, acceptance criteria, functional specifications, and process documentation\nCollaborate closely with ServiceNow Performance Analytics Developers to design dashboards, scorecards, and reports\nValidate SLA/KPI definitions and reporting outputs with stakeholders and coordinate final sign-off\nSupport UAT, testing activities, and solution demonstrations\nAnalyze service performance trends, identify gaps, and recommend corrective or improvement actions\nSupport continuous improvement initiatives and service performance governance\nDefine and track supplier SLA/KPI metrics within a centralized ServiceNow environment\nSupport reporting related to service performance, including penalties and earnbacks\nContribute to monthly performance reporting and supplier review processes\nCollaborate with suppliers and internal stakeholders to address underperforming metrics and establish improvement plans\nRequirements:\nAt least 5 years of professional experience in Business Analysis, Functional Analysis, or a similar role\nStrong hands-on experience with the ServiceNow platform, particularly Performance Analytics and reporting\nExperience defining, implementing, and managing SLA/KPI frameworks\nStrong experience gathering and translating business requirements into functional and technical requirements\nExperience creating user stories, acceptance criteria, functional specifications, and process documentation\nGood understanding of reporting, dashboards, performance metrics, and data analysis\nExperience working in Agile environments\nStrong analytical and problem-solving skills\nExcellent stakeholder management and communication skills\nAbility to collaborate effectively with business, technical teams, and external suppliers\nStrong attention to detail and focus on data accuracy\nVery good English communication skills\nNice to have:\nExperience working within SIAM or complex multi-vendor environments\nExperience in the insurance industry\nServiceNow Certified System Administrator (CSA)\nITIL Foundation certification or higher\nExperience with supplier performance management and service governance\nWe offer:\n100% remote working model\nFull-time cooperation based on a B2B contract\nPrivate medical care with dental care (70% of costs covered)\nMultiSport card, also available for an accompanying person\nLife insurance\nRecruitment process:\nIntroductory call\nTechnical interview\nFinal decision","description_format":"text","description_chars":3915,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Athlete Training"],"lifecycle":[{"event":"open","at":"2026-08-10T00:00:00Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long 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