Sr. Employee Experience Technical Business Analyst

PlayStation; City Of London; Remote; GBP 75,000 - 95,000; Full time

Job summary

A global entertainment leader is seeking a Sr. Employee Experience Technical Business Analyst to optimize employee-facing processes on the ServiceNow platform. The ideal candidate will have extensive experience in business analysis and ServiceNow, strong stakeholder engagement skills, and a comfortable approach to remote collaboration. This role focuses on cross-functional teamwork and continuous improvement in employee experiences.

Qualifications

• 8–10 years of business analysis experience, with 5 years in ServiceNow roles.
• Strong knowledge of ServiceNow WSD and HRSD.
• Comfortable working in remote environments.

Responsibilities

• Gather and document requirements across ServiceNow modules.
• Facilitate workshops to improve processes.
• Translate business needs into user stories and process documentation.

Skills

Business analysis

Stakeholder engagement

ServiceNow

Agile methodologies

Process optimization

Tools

Zoom

Confluence

JIRA

Miro

Job description

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

Sr. Employee Experience Technical Business Analyst
Location: London, UK or Remote (UK-based)

Role Overview
We’re seeking a highly experienced Sr. Employee Experience Business Analyst to lead the analysis, optimization, and continuous improvement of key employee-facing processes built on the ServiceNow platform. This role will have two primary responsibilities: 1) Product owner for Workplace Service Delivery and 2) Business lead for Agent design and orchestration across internal applications and throughout the employee experience.

You’ll partner with stakeholders across People and Places, People Tech and IT organizations to define requirements, improve workflows, and align solutions with our strategic goals. This is a highly collaborative, remote-friendly role that values initiative, clarity, and follow-through.

Key Responsibilities

• Engage cross-functional business partners to gather and document requirements across ServiceNow modules (WSD and HRSD).
• Facilitate workshops and virtual interviews to map current-state processes and co-design future-state improvements.
• Translate business needs into detailed user stories, process documentation, and acceptance criteria within Agile frameworks.
• Serve as a liaison between technical teams and business stakeholders to ensure timely, high-quality solution delivery.
• Collaborate with ServiceNow developers and architects to validate feasibility and support platform configuration.
• Support UAT efforts, test planning, execution, and issue resolution.
• Maintain documentation including SOPs, process flows, and release notes.
• Identify opportunities for workflow automation and efficiency gains aligned with ITIL principles and platform best practices.
• Stay up-to-date on ServiceNow capabilities and trends; contribute to roadmap and continuous improvement discussions.

Required Qualifications

• 8–10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.
• Strong functional knowledge of ServiceNow WSD (Incident, Change, Problem, Request), HRSD, and Service Catalog.
• Familiarity with HRSD workflows and employee self-service experiences.
• Expertise in translating stakeholder needs into functional specs and agile artifacts (user stories, acceptance criteria).
• Comfortable working in distributed, remote environments using tools like Zoom, Confluence, JIRA, and Miro.
• Strong stakeholder engagement, facilitation, and written communication skills.
• Understanding of ITIL frameworks and enterprise governance models.
• ServiceNow certifications (CSA, WSD, HRSD) strongly preferred.
• Experience with scripting concepts, Flow Designer, or similar low-code automation platforms is a plus.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.