ServiceNow Business Analyst
Grade: SEO
Reference: 412853
Location: Can be based at any Defra office in England
Salary: £41,220 to £49,020
Closing Date: 14 Jul 2025
The Service Tooling team at Defra within Digital, Data Technology and Security (DDTS) function is looking for a ServiceNow Business Analyst to join our team.
Joining our Service Tooling team, you will help turn business needs into smart, practical solutions. You’ll need a solid grasp of what the ServiceNow® platform can do, along with great people skills and a sharp eye for detail. The role is all about working closely with stakeholders to understand what they need, digging into how things currently work, and finding better ways to get things done using ServiceNow, making everyday processes smoother and more efficient.
While applicants without SC clearance are welcome to apply, they must be eligible to obtain it. To be eligible for SC clearance, all applicants are required to have been a UK resident for a minimum of 5 years. If this requirement is not met, the individual will not be able to progress their application further.
Person specification
Responsibilities
- Collaborate with stakeholders to elicit, document, and prioritise business requirements and user stories for ServiceNow implementations and enhancements.
- Analyse current business processes and workflows, identify areas for improvement, and recommend ServiceNow out of the box functionality and solutions to streamline operations.
- Ensure ServiceNow applications and modules are designed in alignment with business requirements and best practices.
- Build and maintain strong relationships with stakeholders, providing regular updates and managing expectations throughout project lifecycles.
- Collaborating with the Test team, support the development of test plans, acceptance criteria, testing, and coordination of user acceptance testing (UAT) to ensure ServiceNow solutions meet business needs.
- Create and maintain detailed documentation, including requirements specifications, user stories, process flows, and user guides.
- Provide training and support to end-users, ensuring they are equipped to use ServiceNow effectively.
- Stay current with ServiceNow updates and best practices, recommending improvements to enhance platform utilisation and user experience.
Skills and Experience
- Good experience and strong understanding of ServiceNow platform, functionalities and modules.
- Proficient in requirements gathering, business process analysis, and solution design.
- Excellent communication and interpersonal skills.
- Familiarity with Agile methodologies and practices.
- Ability to work independently and collaboratively in a team environment.
- Strong problem-solving and analytical skills.
- Knowledge and experience of ITIL processes and service management best practices.