Business Analyst (ServiceNow)

About the Role: Serve as the critical bridge between business stakeholders and technical development teams for ServiceNow implementation projects, with specific focus on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine implementations. Analyse complex business requirements, system integrations, data migrations, translate them into detailed specifications, and ensure ServiceNow solutions seamlessly connect with existing enterprise systems whilst optimising customer service delivery.

Key Responsibilities

• Lead requirements gathering through human-centric design methods and visual techniques

• Conduct thorough analysis of current systems and processes to identify improvement opportunities

• Apply Design Thinking methodologies to create innovative solutions for complex problem statements

• PSDS and CSM Process Design: Map current state citizen service processes and design optimised future state workflows that maximise ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Create, map and translate user stories to ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Identify opportunities for data analytics integration, and automation. Develop process flow diagrams that incorporate multiple touchpoints, and citizen journey mapping across digital service channels. Ensure solutions comply with industry, Government and regulatory standards.

• Data Analysis and Mapping: Strong skills in data analysis, data mapping, visualisation and understanding complex data relationships. Experience with data migration concepts and ETL processes relevant to ServiceNow implementations. Ability to analyse data quality issues and design data validation rules.

• Stakeholder Management and Integration Coordination: Act as primary liaison between business users, technical teams and stakeholders throughout implementation. Facilitate impact assessments and coordinate testing activities across multiple platforms. Present progress updates to steering committees and business leadership.

• Project Delivery

• Create detailed user stories, functional specifications, and acceptance criteria

• Oversee platform configuration, customisation, and integration

• Manage solution deployment and ensure smooth operational transition

• Lead impact analysis

• Facilitate knowledge transfer through workshops and training sessions Stakeholder Management

• Build strong relationships with agency stakeholders and cross-functional teams

• Lead discovery workshops and requirements gathering sessions

• Drive user adoption through effective communication and guidance

• Collaborate with technical teams to resolve operational challenges

• Prefer at least 4 years of relevant experience as a Business Analyst in a similar capacity.

• Proven track record of at least 2 successful ServiceNow implementations (highly preferred)

• Strong background in Agile and enterprise SaaS platforms (ServiceNow and Cloud-computing background is highly preferred)

• Proficiency in ServiceNow platform configuration and customization

• Strong experience with Agile methodologies and product-centric delivery

• Understanding of cloud architecture and modern development practices

• Working knowledge of AI tools and emerging technologies

• Experience in process automation and system integration

• Advanced analytical and problem-solving capabilities

• Strong facilitation and workshop leadership abilities

• Excellent stakeholder management and communication skills