Operations Process Analyst - Bank Operations

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Job Summary: The Operations Business Analyst will play a critical role in supporting the successful implementation and ongoing optimization of the Service Now platform within the Operations team. This individual will act as the primary liaison between Operations stakeholders and the Service Now implementation team, ensuring that business requirements are accurately captured, workflows are designed to meet operational needs, and the platform delivers maximum value post-deployment.

Key Responsibilities

Implementation Phase

• Conduct deep dives into operational and technical processes to understand current workflows.
• Gather, document, and validate detailed business requirements.
• Create and refine user stories for development teams.
• Participate in design workshops and ensure alignment between business needs and technical solutions.
• Support testing activities, including User Acceptance Testing (UAT), and assist in issue resolution during deployment.

Post-Implementation

• Serve as the Operations team’s subject matter expert (SME) for Service Now.
• Configure, build, and customize new workflows using Service Now Flow Designer and related tools.
• Maintain and optimize existing workflows to improve efficiency and compliance.
• Develop and maintain documentation for workflows, processes, and configurations.
• Provide training and support to Operations personnel on Service Now functionality.
• Monitor platform performance and usage, generating reports and dashboards for management.

Cross-Functional Collaboration

• Act as the primary point of contact between Operations and Service Now technical teams.
• Ensure smooth communication and coordination with other business units impacted by workflow changes.
• Participate in governance activities to maintain platform standards and best practices.

Qualifications:

Education: Bachelor’s degree in Business Administration, Information Systems, or related field.

Experience:

• 3+ years as a Business Analyst or similar role, preferably in Operations or Financial Services.
• Hands-on experience with Service Now platform (ITSM, Workflow, or App Engine modules preferred).

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with workflow automation and process improvement methodologies (Lean, Six Sigma).
• Proficiency in Service Now configuration and workflow design.

Certifications (Preferred):

• Service Now Certified System Administrator (CSA).
• Service Now Certified Implementation Specialist (CIS) – App Engine or ITSM.

Languages: Portuguese and/or Spanish proficiency is considered a valuable asset.

Core Competencies:

• Ability to translate business needs into technical requirements.
• Strong documentation and process mapping skills.
• Collaborative mindset with experience in Agile/Scrum environments.

Bradesco Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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