Sr. Employee Experience Technical Business Analyst

PlayStation Global; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading gaming company is seeking a highly experienced Senior Employee Experience Business Analyst. This role involves analysis, optimization, and continuous improvement of key employee-facing processes on the ServiceNow platform. Responsibilities include engaging stakeholders to define requirements, mapping current processes, and ensuring high-quality solution delivery. Ideal candidates will have extensive experience in ServiceNow, strong analytical skills, and comfort working in distributed environments. Join a forward-thinking team with a commitment to inclusive practices.

Qualifications

• 8-10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.
• Strong functional knowledge of ServiceNow WSD, HRSD, and Service Catalog.
• Expertise in translating stakeholder needs into functional specs and agile artifacts.

Responsibilities

• Engage with business partners to gather and document requirements.
• Facilitate workshops to map current-state processes.
• Translate business needs into detailed user stories and acceptance criteria.

Skills

SQL

Agile

Business Analysis

Visio

Waterfall

Business Process Modeling

Requirements Gathering

User Acceptance Testing

Business requirements

SDLC

Systems Analysis

Data Analysis Skills

Job description

Why PlayStation

PlayStation isnt just the Best Place to Play its also the Best Place to Work. Today were 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

Were 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

810 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.

Required Experience :

Senior IC

Key Skills

SQL,Agile,Business Analysis,Visio,Waterfall,Business Process Modeling,Requirements Gathering,User Acceptance Testing,Business requirements,SDLC,Systems Analysis,Data Analysis Skills

Employment Type : Full Time

Experience : years

Vacancy : 1