#EG Business Analyst (ServiceNow)

Serve as the critical bridge between business stakeholders and technical development teams for ServiceNow implementation projects, with specific focus on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine implementations. Analyse complex business requirements, system integrations, data migrations, translate them into detailed specifications, and ensure ServiceNow solutions seamlessly connect with existing enterprise systems whilst optimising customer service delivery.
What will you do?
Key Responsibilities
Lead requirements gathering through human-centric design methods and visual techniques
Conduct thorough analysis of current systems and processes to identify improvement opportunities
Apply Design Thinking methodologies to create innovative solutions for complex problem statements
PSDS and CSM Process Design: Map current state citizen service processes and design optimised future state workflows that maximise ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Create, map and translate user stories to ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Identify opportunities for data analytics integration, and automation. Develop process flow diagrams that incorporate multiple touchpoints, and citizen journey mapping across digital service channels. Ensure solutions comply with industry, Government and regulatory standards.
Data Analysis and Mapping: Strong skills in data analysis, data mapping, visualisation and understanding complex data relationships. Experience with data migration concepts and ETL processes relevant to ServiceNow implementations. Ability to analyse data quality issues and design data validation rules.
Stakeholder Management and Integration Coordination: Act as primary liaison between business users, technical teams and stakeholders throughout implementation. Facilitate impact assessments and coordinate testing activities across multiple platforms. Present progress updates to steering committees and business leadership.
Project Delivery
Create detailed user stories, functional specifications, and acceptance criteria
Oversee platform configuration, customisation, and integration
Manage solution deployment and ensure smooth operational transition
Lead impact analysis
Facilitate knowledge transfer through workshops and training sessions
Stakeholder Management
Build strong relationships with agency stakeholders and cross-functional teams
Lead discovery workshops and requirements gathering sessions
Drive user adoption through effective communication and guidance
Collaborate with technical teams to resolve operational challenges
Education & Professional Experience
Prefer at least 4 years of relevant experience as a Business Analyst in a similar capacity.
Proven track record of at least 2 successful ServiceNow implementations (highly preferred)
Strong background in Agile and enterprise SaaS platforms (ServiceNow and Cloud-computing background is highly preferred)
Technical Competencies
Proficiency in ServiceNow platform configuration and customisation
Strong experience with Agile methodologies and product-centric delivery
Understanding of cloud architecture and modern development practices
Working knowledge of AI tools and emerging technologies
Experience in process automation and system integration
Essential Skills
Advanced analytical and problem-solving capabilities
Strong facilitation and workshop leadership abilities
Excellent stakeholder management and communication skills
Proven ability to influence and drive change
Experience in government or large enterprise digital transformation
Personal Attributes
Self-motivated with a strong drive for results
Analytical mindset with attention to detail
Adaptable and quick to learn new technologies
Strong team player with excellent collaboration and communication skills
Innovative thinking and creative problem-solving approach

Employment type
Full-time

Work arrangement
No