Job Description

ServiceNow - Senior Business Analyst

6 months

Knutsford - Hybrid

£550 per day inside ir35

­­­­­­­­­­­­­­Overall purpose of role

Business Analyst responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the ServiceNow ITOM platform.

Key Accountabilities

Understand the current "as is processes"

Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes

Leading various ITSM customer working and focus groups to solicit requirements

Direct interaction with customers - as well as on and off-shore development teams

Identify areas of process and tooling improvement

Ensure gaps are clearly defined and assessed

Functional specification of "target state" processes

Work closely with the development teams throughout all phases

Produce test strategies and engage actively in the testing phase

Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements

Work closely with BA's in other ITSM streams

Take an active role in customer and stakeholder engagement sessions

Take respective ownership throughout the project lifecycle

Ongoing involvement in continuous improvement of operating process and toolset enhancement

Conversant with Agile methods including SRUM

Stakeholder Management and Leadership

Leadership:

Holds working knowledge in concepts and practices of Leadership:

Develops basic presentations to influence others

Contributes to and encourages ideas; builds on suggestions of others

Inspires confidence by making and honouring commitments; demonstrates initiative and competence; communicates a vision and strategy of own role

Stakeholder Management: Ability to assertively manage stakeholders at all levels, including confidently challenging requests when necessary, while ensuring alignment with business objectives (experience with Barclays is desirable)Management:

Holds working knowledge in concepts and practices of Management:

Can identify and map stakeholders of the project

Demonstrates initiative and competence; supports and encourages positive working behaviours in others

Effectively delegates tasks; provides examples of own ability to shift well from task to task

Experienced in working in a team, creating and managing project plans

Knows the objectives, initiatives and issues of their team & department and can use this to prioritise work

Decision-making and Problem Solving

Can identify common types of risks / issues and where project dependencies exist; maintains simple RAID

Can engage with stakeholders of relevant business areas and take decisions

Risk and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Person Specification

Essential Skills/Basic Qualifications:

Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform

Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue

Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas

In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Desirable skills/Preferred Qualifications:

Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions

Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates

Can manage the trade-offs of business analysis within time / cost / quality constraints

Is up to date with developments in individual area of expertise

Technical

Had a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform. Exposure to the follow key modules is required

Incident/Problem/Change

CMDB

Knowledge

Service (Request) Catalog

Business Service Models