The ServiceNow Business Analyst assists the lead or works independently designing, developing and implementing IT processes, conducting research and performing analysis required to build respective modules within ServiceNow Platform based upon Client requirements. This will comprise of capturing business requirements in the form of stories, working with the scrum master and the development team to oversee build of the stories, as well as testing configured functionalities end to end as soon as these have been developed.

• Work closely with Clients to understand and translate their business and technical requirements
• Organise and own workshops, capturing the output in the form workflows, minutes, actions, decisions, issues and risks
• Provide creative solutions to resolve business problems via agreed Client requirements on the ServiceNow platform, utilising existing Out of the Box capabilities, process gaps (ITIL or equivalent) and cultural challenges (people)
• Create use cases and document requirements as Stories for the Client to ratify and the Development Team to configure/build
• Assist in the documentation of integration requirements between systems for configuration by development teams
• Organise and own the scrum process (e.g., stand-ups, burndowns & story pointing)
• Build and own development sprints, technical development stories and any technical build documentation needed as part of a customer engagement
• Support the technical delivery of transformation projects based on the ServiceNow platform
• Review development outputs, e.g., forms and workflow
• Drive the testing of process & own the defect log
• Support for UAT with project team members
• Manage and oversee workstream risks, issues and client reporting, supporting Delivery Lead

Provide guidance to junior resources and assist in growing and strengthening the practice capability.

Must Have

• Strong knowledge of the ServiceNow Platform (especially ITSM and CMDB) and the potential value and benefits that can be delivered to Clients, either OOB or with minimum customisation
• Maintain knowledge in line with each ServiceNow upgrade, patch, enhancement, and new product lines
• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members
• Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts
• An aptitude for problem solving
• Skilled in conducting / leading workshops of minimum of 10 people
• Can communicate both verbally and in written form clearly and informatively and listen
• Expert organisational and time management skills with the ability to prioritise, self-starter able to work independently with minimum of supervision
• Decompose high-level information into details
• Ability to articulate technical IT changes in clear and simple manner to business stakeholders.
• Ability to define problems, collect data, establish facts in a structured way for detailed analysis
• Ability to analyse large amounts of complex information in order to reach valid and justifiable conclusions
• Experience of working in an Agile methodology and applying Agile practices where applicable
• Understanding of the ‘end to end’ view of how business processes are supported by tools and applications.
• Practical experience of documenting process maps using Visio or other tooling.
• Knowledge of Microsoft Office application suite software (MS Word, Excel, PowerPoint and Visio)

Should Have

• Fundamental understanding of the implications of applications architecture and other technical considerations.
• ITIL V3 or V4 Foundation certification
• Business Analysis centric qualifications e.g., BCS or IIBA
• ServiceNow Certified System Administrator
• Scrum or Agile certification
• Developer or Architect experience