Job Title
Business Analyst (ServiceNow & Integrations)
Employment Type
12-month Contract
Global Grade
N/
Reports to
IT Delivery – Business Analysis / Product Delivery Leadership
Job Location
Europe
Job Description
The Business Analyst (ServiceNow & Integrations) is accountable for leading end-to-end business analysis across ServiceNow capabilities and the connected service ecosystem. The role partners with senior stakeholders, Product Owners, Solution Architects, Service Operations, and delivery teams to translate business objectives into clear, testable requirements and process designs that improve service performance, user experience, and operational efficiency.
This position has a strong focus on ServiceNow (ITSM/CSM and related workflows) and the integrations that enable seamless service delivery across platforms including Salesforce Service Cloud, Azure DevOps, P2 Central, P2 Store, and Qbyte. The Senior BA owns discovery, requirements definition, process and data modelling, and validation activities-ensuring end-to-end scenarios are fully defined (events/triggers, data ownership and mappings, controls, auditability, operational monitoring, and support expectations).
The BA ensures delivery readiness by producing high-quality backlog artefacts (epics, features, user stories, acceptance criteria), driving stakeholder alignment and scope control, and leading business validation through UAT and operational acceptance. The role is expected to operate with minimal supervision, proactively manage dependencies and risks across teams, and ensure solutions are adopted, measurable, and supportable post-go-live.
Typical Deliverables
- Stakeholder workshop outputs
- Process maps (as-is/to-be)
- Requirement specifications
- User stories and acceptance criteria
- Interface/data mapping requirements
- Non‑functional requirements
- UAT scenarios and sign‑off criteria
- Operational readiness inputs (runbooks, training, support model)
Key Responsibilities
- Requirements leadership & stakeholder management
- Lead discovery and requirements elicitation with senior stakeholders, SMEs, and operational teams.
- Own requirements lifecycle management: capture, analyse, prioritise, validate, baseline, and manage change.
- Translate business needs into delivery‑ready epics, features, user stories, and clear acceptance criteria.
- Facilitate workshops, process walkthroughs, and decision‑making forums; drive alignment and scope clarity.
- Act as a trusted advisor, challenging assumptions and ensuring solutions deliver measurable value.
- Process analysis & functional specification (ServiceNow)
- Analyse current‑state processes and design target‑state workflows, defining roles, controls, SLAs, and KPIs.
- Produce high‑quality functional specifications for ServiceNow configuration (data model, forms, workflow logic, notifications, SLAs, roles/permissions).
- Ensure requirements reflect operational realities (support, triage, escalation, ownership, auditability).
- Partner with architects and platform teams to ensure designs are feasible, secure, and maintainable.
- Integrations & interface requirements (core focus)
- Define detailed requirements for integrations across ServiceNow ↔ Salesforce Service Cloud ↔ Azure DevOps ↔ P2 Central/P2 Store ↔ Qbyte.
- Document data flows, ownership, and mappings (entities, fields, identifiers), plus events/triggers, frequency, latency, and throughput needs.
- Specify non‑functional requirements: security, access control, logging, monitoring/alerting, resilience, error handling, reconciliation, and supportability.
- Support solution teams with integration validation, end‑to‑end scenario definition, and operational acceptance criteria.
- Service intake alignment (Salesforce Service Cloud)
- Define requirements for case intake, routing, and synchronisation between platforms (including email‑to‑case behaviours).
- Capture requirements for attachment/file handling, ensuring downstream systems support visibility, access, and governance.
- Align service process outcomes across tools so customers and support teams experience consistent, predictable handling.
- Agile delivery enablement (Azure DevOps)
- Maintain and refine the product backlog with the Product Owner, ensuring readiness for development (Definition of Ready).
- Support sprint planning with clear story definitions, dependencies, assumptions, and acceptance criteria.
- Define requirements for case‑to‑work‑item synchronisation and delivery transparency across ServiceNow and Azure DevOps.
- Testing, cutover & operational readiness
- Own the business perspective of testing: UAT planning, test scenario definition, execution support, defect triage, and business sign‑off.
- Define cutover requirements, training needs, and operational readiness criteria (runbooks, handover, support model).
- Ensure delivered capabilities are adopted, measurable, and supportable post‑go‑live.
- Documentation & knowledge management (Qbyte)
- Ensure requirements, process documentation, and solution knowledge are captured and maintained in the agreed knowledge base (Qbyte).
- Promote governance and traceability from business objectives through requirements to delivered outcomes.
Required Experience & Qualifications
- 7+ years’ experience as a Business Analyst in complex enterprise environments.
- 3-5+ years’ experience delivering requirements and process design for ServiceNow implementations (ITSM/CSM and related workflows).
- Strong experience defining requirements for multi‑system integrations (APIs/events), including data mapping and operational non‑functionals.
- Practical working knowledge of Salesforce Service Cloud (case management and service intake patterns).
- Experience working in Agile delivery models and tools, including Azure DevOps (Boards/work items).
- Advanced documentation and modelling skills (process maps, use cases, user stories, data flows, decision logs).
- Strong facilitation, negotiation, and stakeholder management skills; comfortable operating with senior business and technical leaders.
- Strong analytical mindset with attention to detail; able to structure ambiguity into clear, testable requirements.
Preferred Certifications
- IIBA CBAP/CCBA (or equivalent)
- ServiceNow CSA (and optionally CIS‑ITSM / CSM‑related CIS)
- ITIL 4 Foundation
- Salesforce Admin / Platform certification (beneficial)
- Azure Fundamentals (AZ-900) (beneficial)
Key Competencies
- Requirements engineering and scope control for complex initiatives
- Service management process expertise and customer‑service mindset
- Integration‑centric thinking (end‑to‑end scenarios, data ownership, operational reliability)
- Excellent communication (written and verbal) and executive‑level facilitation
- Collaboration across product, architecture, engineering, security, and operations
Why Join this Role
Opportunity to play a key role in a time‑bound, high‑impact initiative shaping how ServiceNow and service integrations are defined, standardised, and governed across the organisation. The role offers the chance to influence critical platform and integration outcomes, work closely with senior stakeholders across Architecture, Delivery, and Service Operations, and leave a lasting process, requirements, and operational foundation for future teams.
This Fixed‑Term Contract is ideal for an experienced Business Analyst who enjoys driving clarity, structure, and measurable outcomes in complex enterprise environments.
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