ServiceNow Business Analyst

Focus Group; Shoreham-by-Sea; Hybrid; GBP 35,000 - 45,000; Full time

Job description

Job Title: Order Management Application Specialist (ServiceNow)

Salary: £35,000 - £45,000

Location: Hybrid: 3 days a week in any of our UK offices / 2 days WFH

See all of our office locations at: https://focusgroup.co.uk/contact-us/

Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK.

With the continued growth of Focus Group and the increasing complexity of Order to Cash (O2C) processes, ensuring a well-structured and efficient Order Management System is essential. The Order Management (OM) Application Lead will play a key role in managing and optimising ServiceNow Order Management, ensuring it meets business needs while supporting both programme and BAU activities.

This role will be responsible for administering, configuring, and maintaining the ServiceNow Order Management solution, supporting business users, resolving system issues, and collaborating with stakeholders to enhance workflows. The OM Application Lead will work closely with BAs, developers, and functional teams to ensure seamless order processing and fulfilment while improving system efficiency.

Principal Responsibilities/Duties

ServiceNow Order Management Administration & Configuration

• Administer, configure, and manage ServiceNow Order Management system, ensuring smooth operation and alignment with business requirements.
• Design and optimise workflows, ensuring Order-to-Cash (O2C) processes are efficient and scalable.
• Support UAT (User Acceptance Testing) and system updates, ensuring configurations are properly tested before deployment.
• Support release management.
• Maintain data accuracy within ServiceNow, ensuring clean order records and preventing discrepancies.
• Identify system enhancements and improvement areas, collaborating with BAs and development teams to implement changes.

Process & Workflow Optimisation

• Ensure seamless order fulfilment processes, collaborating with business users to resolve inefficiencies.
• Monitor system performance, identifying and resolving bottlenecks in the order lifecycle.
• Align OMS workflows with broader Lead-to-Cash (L2C) and O2C processes, ensuring cross-functional compatibility.
• Improve data quality and reporting, enabling accurate order tracking and analytics.

Acquisition Onboarding

• Work closely with the M&A (Mergers & Acquisitions) team and the Regional and Group SLT (Senior Leadership Team) in the planning of integration into Order Management.
• Help implement organisational alignment via ServiceNow's Order Management.
• Implement a standardised training approach.
• Document, track and review alignment progress across Group.

Stakeholder Collaboration & User Support

• Work closely with Business Analysts (BAs), Operations, and IT teams to understand order processing needs.
• Translate technical configurations into business-friendly language, ensuring stakeholders understand system capabilities.
• Provide training and support to end users, ensuring adoption of new workflows and system enhancements.
• Troubleshoot system issues and manage escalations, ensuring timely resolution of order-related problems.

Strategic Input & Continuous Improvement

• Act as a subject matter expert (SME) for ServiceNow Order Management, supporting ongoing enhancements and scalability planning.
• Identify and implement automation opportunities, reducing manual effort in order fulfilment.
• Ensure alignment with industry best practices, continuously improving the efficiency and usability of the OMS.
• Contribute to long-term OMS strategy, ensuring ServiceNow evolves to support future business needs.

Requirements

• Expertise in ServiceNow Order Management or similar platforms (e.g., Salesforce OMS, Microsoft Dynamics).
• Experience with administrator level tasks, including configuration, UAT, and system enhancements.
• Strong understanding of the Order-to-Cash (O2C) cycle, ideally within an MSP or industry with complex order processing needs.
• Experience in workflow, process, and fulfilment design, ensuring smooth order lifecycle management.
• Data analysis and reporting skills, ensuring accurate tracking of order metrics and system performance.
• Problem-solving mindset, capable of identifying and addressing root causes of system/process inefficiencies.
• Strong communication skills, able to explain technical concepts to non-technical stakeholders.
• Collaborative approach, working effectively with BAs, functional stakeholders, and IT teams.
• Enjoys digging into data and workflows to find inefficiencies, thinks outside of the box to find resolution.
• Proven experience in Order Management Systems or related roles (e.g., BA, System Administrator, OMS Specialist).
• Track record of implementing or managing platforms, working closely with development teams.
• Experience in industries with complex order processing needs, such as telecoms, managed services, or SaaS.
• Thorough in managing the O2C cycle, ensuring data accuracy and process consistency.
• Focused on improving the customer experience through efficient order processing.
• Ensures that users have a seamless workflow, making order management intuitive and efficient.

Benefits

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.