- Company Name
- Government Property Agency
- Job Title
- Business Analyst
- Job Description
-
Job Title: Business Analyst – ServiceNow Digital Transformation
Role Summary:
Drive the end‑to‑end rollout of ServiceNow capabilities across HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM, CMDB, CSDM, mobile, and AI modules. Collaborate with stakeholders to elicit, analyse, and document requirements, design process flows, and define integration with enterprise systems (Planon IWMS, Salesforce CRM, Microsoft 365/Azure). Deliver scalable, self‑service solutions that enhance efficiency and transparency for civil servants and citizens.
Expectations:
- Translate business needs into detailed functional & non‑functional requirements for ServiceNow modules.
- Produce BRDs, process maps, data flow diagrams, user journeys, use cases and acceptance criteria.
- Maintain traceability across the project lifecycle and prioritize improvements aligned with business strategy.
- Identify automation, GenAI, and mobile opportunities to optimise workflows and self‑service.
Key Responsibilities:
- Lead stakeholder workshops to gather and validate requirements for HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM, CMDB, CSDM.
- Create as‑is and to‑be process maps, identify automation gaps, and recommend enhancements.
- Define and manage requirement artefacts, traceability matrices, and acceptance criteria.
- Coordinate ServiceNow integrations with Planon IWMS, Salesforce, Microsoft 365/Azure, ensuring data integrity and seamless flows.
- Collaborate with technical teams to configure, test, and deploy ServiceNow solutions.
- Support change management, user training, and continuous improvement initiatives.
Required Skills:
- Strong analytical, problem‑solving and documentation skills.
- Proficiency in ServiceNow configuration, basic scripting (JavaScript), and integration tools.
- Experience with business process modelling (BPMN, flowcharts) and data flow diagrams.
- Knowledge of CMDB, CSDM, and ServiceNow AI capabilities.
- Familiarity with enterprise systems: Planon IWMS, Salesforce, Microsoft 365/Azure.
- Excellent communication, stakeholder management, and facilitation abilities.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Systems, Business Analysis or related field (or equivalent experience).
- ServiceNow System Administrator and ServiceNow Implementation Specialist (or equivalent) certifications.
- ITIL Foundation (or higher) and Agile or Prince2 Foundation recommended.
- Business Analysis certifications (CBAP/CCBA) or proven equivalent experience are highly valued.
Nottingham, United kingdom
On site
20-01-2026