Business Analyst (ServiceNow)

About the Role

Act as the bridge between business stakeholders and technical teams for ServiceNow implementation projects, with a focus on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine. This role involves gathering requirements, analysing business processes, and translating them into technical solutions while ensuring seamless integration with existing systems.

Responsibilities

• Gather and analyse business requirements and translate them into functional specifications and user stories.

• Design and optimise citizen service processes using ServiceNow CSM and PSDS capabilities.

• Perform data analysis, mapping, and migration planning for ServiceNow implementations.

• Coordinate with business and technical teams throughout project delivery.

• Support system configuration, integration, testing, and deployment.

• Facilitate workshops, stakeholder engagement, and user adoption initiatives.

Requirements

• Diploma or Degree in Computer Science, IT, or related field.

• At least 4 years of experience as a Business Analyst, preferably in ServiceNow projects.

• Experience with ServiceNow implementations (CSM / PSDS preferred).

• Strong knowledge of Agile methodologies and enterprise SaaS platforms.

• Experience in process automation, system integration, and cloud environments is an advantage.