Business Analyst ServiceNow (SEO)

Join a major digital transformation programme as a Business Analyst, leading the discovery, design and delivery of enterprise-wide ServiceNow solutions across HR, IT, customer services, governance and AI-enabled capabilities. You'll work closely with stakeholders to drive process improvement, automation and system integration, helping deliver smarter, more efficient services across government.

Client Details

The Government Property Agency is changing the way the Civil Service works and is at the forefront of the Government's transformation agenda; reshaping the relationship civil servants have with their place of work. The Agency is central to the delivery of key Government policies and tackling climate change by contributing to the Net Zero agenda. To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save £1.4bn over 10 years.

Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smarter Working you will be in the vanguard of creating model working environments and promoting flexible working practices.

This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we're a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.

Description

Business Analysis:

• Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.
• Produce key artefacts including:
• Business Requirements Documents (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 (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) and ensure alignment with business objectives.

Business Process Improvement:

• 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.
• Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance user experience and service efficiency.
• Requirements Definition & Management
• Define, manage, and validate requirements throughout the project lifecycle.