• Govern, maintain, and improve content within the end-user and IT Knowledge Base • Follow up on feedback related to knowledge articles and ensure continuous improvement • Identify knowledge gaps, propose enhancements, and support knowledge quality initiatives • Evaluate user experience across the ServiceNow platform: identify bugs, usability or accessibility issues, and contribute to solutions • Communicate effectively with internal teams to ensure information is accurate, clear, and up to date

• Collaborate within the Workforce Operations Center of Excellence (CoE) and ensure cross‑country alignment of workforce control principles, governance, KPI frameworks and reporting standards. • Further develop the workforce control and operating model. • Develop, standardize and consolidate operational KPI frameworks. • Own management reporting for Immigration Europe, including analysis of performance, trends, risks and recommended actions. • Analyze workforce‑related data (e.g., utilization, productivity, absences, staffing levels) and support forecasting and planning processes to optimize efficiency and cost control. • Ensure data quality, consistency and integrity, and support compliance with legal and internal requirements in collaboration with HR, Payroll and stakeholders. • Manage the workforce operations systems landscape, translating operational requirements into system and process improvements, coordinating optimizations and advising managers, HR and planners.

• Determine business requirements, focusing on a solution or part of a solution, and document them. • Explore solution-related risks, external factors, assumptions, constraints, etc. • Suggest design options and improvements for the To Be state of a solution. • Conduct stakeholder analysis (roles, responsibilities, influence, attitude, preferences for the identified internal and external stakeholders). • Outline communication rules, escalation path, and keep up to date with the BA-related meetings schedule. • Prepare for and conduct elicitation sessions using different techniques and their combinations (e.g. surveys, observations, group interviews, document analysis, interface analysis, etc.) • Explain the business context of a solution to the development team and other relevant stakeholders. • Discuss solution requirements and design options with the team, and communicate outcomes to the client (incl. business context, tech dependencies, constraints, risks, benefits, and opportunities). • Escalate requirements conflicts to the relevant stakeholders and track their resolutions. • Work both on functional and non-functional requirements specification and documentation (e.g., user story with acceptance criteria, use-cases, feature document, quality attribute scenario, etc.) • Support both functional and non-functional requirements with appropriate models and visuals (e.g., diagrams, matrices, mockups, wireframes, calculation models). • Verify both functional and non-functional requirements and models with the team and client. • Create a verification checklist if needed. • Validate both functional and non-functional requirements against the business needs, goals, and objectives of a particular solution.

• Business Analysts are responsible for bridging the gap between IT and the business by assessing and improving the organization's processes and systems by analyzing data and identifying improvement opportunities. • Elicit, analyze, document, and validate business, policy, technical, and functional requirements. • Develop and maintain user stories, acceptance criteria, functional specifications, process documentation, and requirements traceability. • Collaborate with business stakeholders and technical teams throughout discovery, design reviews, and project delivery activities. • Support backlog refinement, prioritization, and management activities to align solution delivery with business objectives and stakeholder needs. • Guide teams in the application of Agile principles and practices throughout project delivery, fostering an Agile mindset through team planning, collaboration, and continuous improvement. • Support Scrum ceremonies, stakeholder engagement, and coordination across project teams. • Analyze business processes, business metrics, and related data to identify issues, gaps, inefficiencies, and opportunities for improvement and automation. • Support system testing, user acceptance testing, and data validation activities. • Maintain system documentation, project documentation, and project metrics. • Assist in the development and execution of IT strategies that support business goals and assure adherence to project processes, format, and documentation standards.