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ServiceNow - Senior Business Analyst

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We are seeking a candidate with 5+ years of experience in business and functional analysis of ServiceNow products. You will have worked on at least three separate ServiceNow implementations in global organizations. You will also have experience in an Agile Delivery environment and proven business analysis and functional consulting experience of ServiceNow products beyond ITSM. As a senior stakeholder manager, you must have a strong focus on delivery quality and attention to detail. Digital Transformation experience within global, enterprise organizations is a must. The ability to positively challenge customer requirements and leverage the power of the ServiceNow platform through data and analytics is also required. You must be adaptable, proactive, and able to prioritize your workload and meet deadlines. Additionally, you should possess a customer-focused approach, be self-organizing and self-motivated, and have a passion for excellence. Good to have skills include experience in other applications and infrastructure technologies, prior experience in enterprise IT Service Management, and certifications in ServiceNow Implementation and ITIL Foundation.

Desired Experience Range: 5+ years' 


  • 5+ years' experience of business and functional analysis of ServiceNow products and solutions.
  • Have demonstrable experience of working on at least three separate, ServiceNow product implementations in global organisations.
  • 2+ years' experience working within an Agile Delivery environment.
  • Proven business analysis and functional consulting experience of ServiceNow products beyond ITSM e.g., ITBM, HR, GRC, ITOM, Performance Analytics etc.
  • Have the proven ability to engage with and manage senior stakeholders, manage conflicts, and be comfortable presenting to senior audiences.
  • Have a strong focus on delivery quality and a high attention to detail.
  • Have proven Digital Transformation experience within global, enterprise organisations.
  • Have the ability and confidence to positively challenge the customer requirements to seek better solutions and outcomes.
  • Have proven experience in leveraging the power of the ServiceNow platform through data and analytics to drive insights and performance improvements.
  • Demonstratable experience and understanding of ServiceNow technical concepts (e.g., workflow design, APIs, Web Services, integrations 
  • Have the adaptability to work under changing work scenarios and a pro-active approach to dealing with challenges.
  • Can prioritise their workload and that of their peers, and the ability to meet deadlines and remain resilient under pressure.
  • Can promptly identify and escalate issues which may affect the scope, quality, or timeliness of objectives.
  • Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
  • Are self-organising, self-motivated, and can lead themselves.
  • Proactively develop and maintain ServiceNow product knowledge and/or certifications.

Good to Have:

  • Have business analysis or functional consulting experience of other applications and infrastructure technologies.
  • Prior experience working in an enterprise IT Service Management environment.

Detailed Responsibilities: 

  • Work with the ESM Engagement Lead to generate new demand and exploit opportunities to drive the digitisation of workflows across the enterprise.
  • Support the ESM Engagement Lead in designing an outstanding customer experience from initial engagement through to final delivery.
  • Provide ServiceNow Subject Matter Expertise during the customer engagement activities e.g. workshops, presentations, delivery planning.
  • Prepare customer engagement materials (e.g. presentations, workshop materials); schedule workshops; track customer engagement actions and deliverables.
  • Support the ESM Engagement Lead on Customer Engagement Forum calls, present product capability demonstrations, showcase platform capabilities, sell the value proposition of the ESM Platform.
  • Support the Demand Manager in a manner that ensures the timely assessment and sizing of incoming ServiceNow demands.
  • Conduct detailed analysis of the customers' business challenges and desired outcomes. Document customer challenges and requirements.
  • Define and document User Stories for projects and products with simple, clear, and concise articulation. 
  • Ensure that all User Stories definitions adhere to best practices for structure and content e.g. Description, Priority, Acceptance Criteria etc.
  • Identify and recommend simple, innovative, and creative solutions that exploit the ServiceNow products and/or cross-product capabilities, and other enterprise technologies to deliver outstanding value propositions.
  • Provide business analysis input into the refinement of User Stories, working with Technical Architects, Software Developers, Agile Delivery Managers, and others to ensure the accurate estimation of scope, complexity, time and cost.
  • Ensure that the business analysis and functional consulting activities amongst peers are delivered to the highest levels of quality and consistency.
  • Provide guidance and support to other Business Analysts and project resources to drive continual improvement of delivery performance. 
  • Assist in implementing and driving adoption of best practices and industry standards for business analysis amongst the ESM Platform Engagement Team.
  • Ensure that business requirements are traceable from discovery and capture through to delivery across the delivery lifecycle. Be responsible end-to-end to the customer for the value delivered from each User Story.
  • Drive the design of the test plans and test cases for User Stories, maximising the use and adoption of the Automated Test Framework.
  • Work with Agile Delivery Managers to support delivery to time, cost and quality standards.
  • Coordinate, prioritise, and manage the delivery of business analysis activities amongst other (onshore/offshore) business analysts and functional consultants to meet deadlines.
  • Manage and oversee client reporting, supporting Delivery Lead, in creating insightful metrics, KPIs and Performance Analytics dashboards
  • Own, manage, and coordinate the definition and allocation of Themes and Epics across the platform products.
  • Support the technical delivery of projects and product-based development on the ServiceNow platform.
  • Identify and recommend continual improvement opportunities in the function and delivery of the ESM Platform Team.

Education and Professional Skills:

  • Have a degree in a computer science, engineering, or similar technical discipline - desirable but not essential.
  • Are a certified ServiceNow Implementation Specialist in at least two ServiceNow products.
  • Hold a minimum qualification of an ITIL Foundation Certificate.
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