Business Analyst ServiceNow (SEO)

Government Property Agency; Ridgacre; On-site; GBP 65,000 - 90,000; Full time

Job summary

The Government Property Agency is seeking a seasoned Business Analyst to lead discovery, design and delivery of enterprise-wide ServiceNow solutions across HR, IT, customer services, governance and AI-enabled capabilities. You will elicit, capture and document business requirements from diverse stakeholders and translate them into BRDs, process maps and user stories.

You will drive process improvement, automation and system integration, manage traceability and UAT, and support change management

Qualifications

• Proven track record delivering multi-module ServiceNow implementations.
• Experience integrating ServiceNow with Planon, Salesforce, Microsoft 365/Azure.
• Ability to translate complex concepts into stakeholder-friendly narratives.
• Familiarity with UK government standards (CAF, GDPR, WCAG) is preferred.

Responsibilities

• Elicit and document BRDs, process maps, personas and user stories.
• Lead discovery, design and delivery of enterprise ServiceNow solutions.
• Coordinate UAT, traceability, and change management activities.
• Facilitate workshops and ensure alignment with business objectives.

Skills

Stakeholder management

Business Analysis

Requirements elicitation

Process mapping

Facilitation

User stories

Education

BCS Practitioner Certificate in Business Analysis

PRINCE2 Practitioner

ITIL v3/v4 Foundation

Tools

Visio

Lucidchart

Jira

Azure DevOps

ServiceNow scripting (Business Rules, Client Scripts)

Job description

Join a major digital transformation programme as a Business Analyst, leading the discovery, design and delivery of enterprise-wide ServiceNow solutions across HR, IT, customer services, governance and AI-enabled capabilities. You'll work closely with stakeholders to drive process improvement, automation and system integration, helping deliver smarter, more efficient services across government., Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.

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 (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) 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 that leverage 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 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 Planning & Management

• 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.
• 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-centered 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.

Profile

Worked as a Business Analyst or Functional Consultant leading multi-module ServiceNow implementations (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM).

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 and Accreditations:

Essential criteria:

Professional Qualifications:

• BCS Practitioner Certificate in Business Analysis (or equivalent)

Desirable criteria:

ServiceNow Certifications:

• Certified System Administrator (CSA)
• Certified Implementation Specialist - HRSD (CIS-HRSD), CSM (CIS-CSM), ITSM (CIS-ITSM), GRC, ITOM, SAM, SPM, or BCM

Professional Qualifications:

• PRINCE2 Practitioner, AgilePM, or equivalent Agile certification
• ITIL v3/v4 Foundation or higher

Job Offer

The Government Property Agency is changing the way the Civil Service works and is at the forefront of the Government's transformation agenda; reshaping the relationship civil servants have with their place of work. The Agency is central to the delivery of key Government policies and tackling climate change by contributing to the Net Zero agenda. To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save £1.4bn over 10 years.

Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smarter Working you will be in the vanguard of creating model working environments and promoting flexible working practices.

This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we're a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.