Lead Business Analyst

2 months ago


Istanbul, Istanbul, Turkey Afiniti Full time
About Afiniti


At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable.

Our mission is rooted in a simple yet powerful idea:
understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.


Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents.

By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.


Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality.

We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit

About The Role

Lead Business Analyst – Istanbul, Türkiye


At the forefront of revolutionizing organizational landscapes, we are on a mission to empower our organization through seamless digital transformation.

Our dedicated team focuses on leveraging the ServiceNow platform to optimize processes, enhance employee experiences, and drive sustainable business growth.

You will play a crucial role in the successful delivery of ServiceNow solutions to our clients.

As a key member of the project delivery team, your responsibilities include defining and overseeing business requirements and making sure the quality of the work is as expected.

Your business analysis expertise and ServiceNow know-how will be essential for effective communication with technical architects and developers.

The role necessitates in-depth knowledge and experience with the ServiceNow platform and the comprehensive functionality of one or more ServiceNow modules.


Join us in this exciting journey of reshaping the future of digital innovation and be a key player in transforming the way we work Explore opportunities with us and become part of a team committed to excellence, collaboration, and continuous growth.

Key Responsibilities

  • Lead requirements gathering sessions with business stakeholders to define and document detailed business requirements for ServiceNow.
  • Provide expert guidance in translating complex business processes into ServiceNow configurations and solutions.
  • Mentor and guide junior business analysts in the team.
  • Collaborate closely with the technical team and architects to ensure solutions align with best practices and architectural guidelines.
  • Drive process improvement initiatives and contribute to the development of standardized methodologies.
  • Facilitate workshops and training sessions for both business and technical teams.
  • Act as a key liaison between business units and the development team, ensuring seamless communication and understanding.
Minimum Qualifications

  • Bachelor's degree in business, information technology, engineering or a related field.
  • Minimum of 7 years of work experience.
  • Significant experience as a business analyst, particularly in ServiceNow implementation projects.
  • Strong leadership and mentoring skills.
  • Excellent analytical, problem-solving, and communication skills.
Certifications

  • Certified Business Analysis Professional (CBAP) is a plus
  • ServiceNow Certified Implementation Specialist – or Certified System Administrator is a plus
  • Certified ScrumMaster (CSM) is a plus
  • ITIL is a plus
Preferred Qualifications

  • In-depth knowledge of IT Service Management (ITSM), IT Operations, Customer Service Management, Human Resources, Financial Management, Project Management and/or Customer Relationship Management processes and related ServiceNow platform capabilities.
  • Demonstrated experience developing test cases, test scripts, and ensuring solution quality prior to UAT.
  • Demonstrated experience designing both as-is and to-be processes using industry standard notations like BPMN.
Location/Remote work statement

Hybrid opportunity, TR based – (9:00 AM to 6:00 PM)

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