Business Analyst ServiceNow (SEO)

Are you a visionary Business Analyst who thrives on delivering transformational digital services? Join our Digital Service Transformation Team and spearhead the rollout of end‑to‑end ServiceNow capabilities spanning HR Service Delivery, Customer Service Management, IT Service Management, IT Operations Management, Business Continuity Management, Governance, Risk & Compliance, Software Asset Management, and Strategic Portfolio Management. You will also harness ServiceNow's built-in Generative AI, Agentic AI and mobile app frameworks to deliver intuitive, intelligent self‑service experiences.

Working in a fast‑paced, high‑stakes environment, you will integrate ServiceNow with enterprise systems like Planon IWMS, Salesforce CRM, and Microsoft 365/Azure, driving seamless data flows and optimised processes. Your efforts will directly impact how civil servants and citizens access services enhancing efficiency, responsiveness, and transparency across the department.

As a Business Analyst specialising in ServiceNow, you will lead the discovery, design and implementation a variety of popular modules.

Key Responsibilities

Business Analysis

Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.

Analyse and prioritise requirements for ServiceNow modules and ensure alignment with business objectives.

Business Process Improvement

• Create as-is and to-be process maps for workflows to be automated in ServiceNow.
• Identify opportunities for process optimisation, automation, and self-service.
• Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance UX.

Requirements Definition

• Define, manage, and validate requirements throughout the project lifecycle.
• Maintain clear requirements traceability from business needs through to delivered features and test scenarios.
• Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements.

Change Implementation

• Contribute to the planning and execution of ServiceNow rollouts and upgrades.
• Support implementation of integrations with enterprise platforms (Planon, Salesforce, Microsoft 365/Azure).
• Participate in release planning, roadmap discussions, and adoption strategies to ensure smooth transitions and minimal business disruption.

Stakeholder Relationship Management

• Build strong relationships with internal and external stakeholders, acting as the key bridge between business teams and technical developers.
• Facilitate workshops, demonstrations, and playback sessions to validate requirements and showcase progress.

Organisational Change Management

• Support change impact assessments for new ServiceNow features, GenAI enhancements, and mobile app rollouts.
• Develop communication materials, training content, and guidance to drive adoption of new processes and tools.

Testing

• Define and document test scenarios, test cases, and UAT scripts linked directly to requirements.
• Coordinate UAT sessions with business stakeholders to validate functionality, usability, and data quality.