Brazil
C6 Bank
DXC Technology
Senior Business Analyst - ServiceNow
Brazil
Sao Bernardo do Campo, Southeast, Brazil
Go
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Job Description
DXC Technology helps global companies with their mission-critical systems and operations by modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. The largest companies and public sector organizations trust DXC to deploy services that drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
Essential Functions
- Conduct interviews, workshops, and requirement gathering and validation sessions with technical and business stakeholders.
- Translate operational needs from infrastructure, NOC, and SOC into functional and non-functional requirements for ServiceNow solutions.
- Prepare functional documentation, including requirements, functional specifications, user stories, and acceptance criteria.
- Map and optimize operational processes using BPMN 2.0 and other process modeling techniques.
- Perform AS-IS and TO-BE analysis, identifying gaps and opportunities for improvement.
- Model end-to-end flows involving events, alerts, incidents, investigation, escalation, and resolution.
- Support the definition of the ServiceNow ITOM Event Management operational model.
- Define requirements related to event ingestion, normalization, correlation, de-duplication, and prioritization.
- Work with concepts of CMDB, CSDM, Configuration Items (CIs), relationships, and impact analysis.
- Define operational indicators and requirements for dashboards and management reports.
- Ensure functional integration between ITOM Event Management and Incident, Problem, Change Enablement, and Service Level Management processes.
- Support functional testing, UAT, training, go-live, and transition to operations.
- Produce documentation, operational procedures, and knowledge transfer materials.
Minimum requirements
Basic Qualifications
- Proven experience in business analysis, process analysis, or technology operations transformation.
- Experience with initiatives related to the ServiceNow platform.
- Experience in requirements gathering, workshop facilitation, and functional documentation.
- Solid knowledge of ITIL processes, especially Event Management, Incident Management, Problem Management, Change Enablement, and Service Level Management.
- Functional knowledge of ServiceNow ITSM.
- Understanding of CMDB, CSDM, Configuration Items, and their relationships.
- Experience in Event Management projects or ITSM implementations integrated with monitoring tools.
- Experience in technology operations environments, NOC, SOC, or 24x7 structures.
- Ability to interact with clients and stakeholders at different organizational levels.
- ITIL 4 Foundation certification.
- ServiceNow Certified System Administrator (CSA) certification.
- Fluency in Portuguese.
- Excellent communication, collaboration, and facilitation skills.
- Analytical profile, oriented towards problem-solving and generating customer value.
Preferred Qualifications
- Experience in ServiceNow ITOM Event Management implementation projects.
- Knowledge of Service Operations Workspace.
- Experience defining operational indicators, including MTTA, MTTD, MTTR, correlation rate, and noise reduction.
- Knowledge of integration between monitoring platforms and ServiceNow.
- Additional ServiceNow certifications focused on ITOM or Business Analysis.
- Knowledge of agile methodologies and experience in hybrid delivery environments.
- Advanced English for interaction with global teams.
What We Offer?
Various benefits, competitive salary, and our values make DXC one of the most important and attractive companies to work for globally. At DXC, we aim to provide equal opportunities, respecting individuality, to build a balance between professional/personal life and constant career development opportunities.
If you are seeking challenges in a pleasant and multinational work environment, then we definitely want to know more about you. Apply now using our career portal.
You can also find us on our corporate social media channels.
Diversity and Inclusion
This position is also open to people with disabilities.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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