Business Analyst - Servicenow

Government Property Agency; Nottingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A UK Government Agency is seeking a Business Analyst to drive digital transformation initiatives using ServiceNow. The successful candidate will work on requirement elicitation, process mapping, and stakeholder relationship management. Ideal applicants will have a BCS Practitioner Certificate and a background in the public sector. This role offers the chance to make impactful changes in service delivery across government services.

Qualifications

• Experience as a Business Analyst or Functional Consultant leading multi-module ServiceNow implementations.
• Proven track record integrating ServiceNow with external platforms in a regulated environment.
• Ability to translate complex technical concepts for diverse stakeholders.

Responsibilities

• Spearhead the rollout of ServiceNow capabilities across various functions.
• Elicit, capture, and document business requirements from stakeholders.
• Define and document test scenarios linked to requirements.

Skills

Business Analysis

Requirement Elicitation

Stakeholder Management

ServiceNow Modules

Process Mapping

Change Management

Education

BCS Practitioner Certificate in Business Analysis

Tools

ServiceNow

Visio

Lucidchart

Jira

Azure DevOps

Job description

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 (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), IT Operations Management (ITOM), Business Continuity Management (BCM), Governance, Risk & Compliance (GRC), Software Asset Management (SAM), and Strategic Portfolio Management (SPM). 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 such as 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.

ServiceNow Modules

• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Common Service Data Model (CSDM)
• IT Operations Management (ITOM)
• Business Continuity Management (BCM)
• Governance, Risk & Compliance (GRC)
• Software Asset Management (SAM)
• Strategic Portfolio Management (SPM)
• ServiceNow Mobile App
• ServiceNow AI (Gen AI & Agentic AI)
• ServiceNow Integrations – Planon (Pilgrim) IWMS, Salesforce, Microsoft 365/Azure and other systems

Business Analysis

• Elicit, capture and document business requirements from diverse stakeholders (internal and external).
• Produce key artefacts including:
  • Business Requirements Documents (BRDs) with functional and non‑functional requirements
  • End‑to‑end process maps and data flow diagrams
  • User personas and user journey maps
  • Use cases and detailed user stories with acceptance criteria
  • Requirements traceability matrix
• 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 enablement.
• Recommend improvements leveraging ServiceNow GenAI and mobile applications to enhance user experience and service efficiency.

Requirements Definition & Management

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

Change Implementation Planning & Management

• Contribute to planning and execution of ServiceNow rollouts and upgrades.
• Support implementation of integrations with enterprise platforms.
• 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.
• Ensure that stakeholder needs are communicated clearly and reflected in delivered solutions.

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.
• Champion a user‑centred approach, ensuring accessibility and inclusion in service design.

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.
• Support defect triage and ensure that delivered solutions meet business and compliance needs.

ServiceNow Expertise

• Experience as a Business Analyst or Functional Consultant leading multi‑module ServiceNow implementations.
• Proven track record integrating ServiceNow with external platforms (Planon, Salesforce, Microsoft 365/Azure) in a regulated environment.

Analytical & Communication Skills

• Exceptional ability to translate complex technical concepts into compelling narratives for stakeholders at all levels.
• Strong facilitation skills leading collaborative design sessions, de‑risking through early prototyping and guiding user acceptance testing.
• Proven experience creating and maintaining core BA artefacts (BRD, process maps, user personas, RTM, test cases).

UK Government Background (Preferred)

• Familiarity with UK government standards such as Service Standard, Service Manual, Service Assessment, GDPR / DPIA, Cyber Assessment Framework (CAF) and digital accessibility (WCAG) requirements.

Technical Aptitude

• Proficient in process mapping tools (Visio, Lucidchart) and agile project management (Jira, Azure DevOps).
• Understanding of ServiceNow scripting (Business Rules, Client Scripts, UI Policies) to collaborate effectively with development teams.
• Comfortable working within Agile/Scrum ceremonies – backlog grooming, sprint planning, retrospectives.

Qualifications

• Professional Qualifications: BCS Practitioner Certificate in Business Analysis (or equivalent).

Behaviours

• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing
• Delivering at Pace

Technical Skills (Assessment)

• Customer Perspective
• Commercial Acumen
• Property Market Knowledge

Equal Opportunities & Discrimination

Reasonable Adjustment: If a person with disabilities is put at a substantial disadvantage compared to a non‑disabled person, we have a duty to make reasonable changes to our processes.

Applicants must undergo a criminal record check and personnel security standard checks.

Nationality Requirements

• UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries with the right to work in the UK, nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein with settled or pre‑settled status, and Turkish nationals or certain family members with accrued right to work.

Recruitment Process

This vacancy uses Success Profiles and will assess your behaviours, strengths, experience and technical skills. We welcome applications from people from all backgrounds and aim to build a workforce that represents the communities we serve.