ServiceNow Business Analyst – Hybrid, Gov & GenAI

Michael Page; West Midlands; Hybrid; GBP 40,000 - 48,000; Full time

Benefits offered by this job

Hybrid Office

Job summary

Government Property Agency is implementing a major ServiceNow transformation across HR, IT, and customer services. As a Business Analyst you will lead discovery, design and delivery of enterprise solutions, shaping governance, AI-enabled capabilities and smoother operations for a modern Civil Service.

You will elicit requirements, map processes, and drive improvements, working with Planon, Salesforce and Microsoft 365/Azure integrations, while ensuring compliance with UK standards and

Qualifications

• Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.
• Produce key artefacts including 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.

Responsibilities

• Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.
• Produce BRDs with functional and non-functional requirements and map to process flows.
• 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.
• Define, manage, and validate requirements throughout the project lifecycle; maintain traceability.
• Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements.

Skills

ServiceNow

Stakeholder management

Business analysis

Process mapping

Agile / Scrum

UAT testing

Data analysis

Communication

Education

BCS Practitioner Certificate in Business Analysis

PRINCE2 Practitioner

ITIL v3/v4 Foundation

Tools

Visio

Lucidchart

Jira

Azure DevOps

Job description

Government Property Agency is implementing a major ServiceNow transformation across HR, IT, and customer services. As a Business Analyst you will lead discovery, design and delivery of enterprise solutions, shaping governance, AI-enabled capabilities and smoother operations for a modern Civil Service.

You will elicit requirements, map processes, and drive improvements, working with Planon, Salesforce and Microsoft 365/Azure integrations, while ensuring compliance with UK standards and