The Role

The Business Analyst (BA) is responsible for all aspects of the formulation of a set of actionable user requirements.

The role will include

Working closely and interactively with customer Process Owners and Business and Technical Stakeholders to act as a primary point of contact for identifying and documenting project requirements.

Understand the functional specifications and the technical capabilities of the ServiceNow Platform to provide solution recommendations based on best practice, user experience and technical capabilities.

Be responsible for managing and communicating requirements to stakeholders throughout the lifecycle, from inception to completion, driving necessary business communication related to the change or enhancement.

Act as a liaison among stakeholders in order to understand the structure, policies, and operations of the customer and to recommend solutions that enable them to achieve its objectives, goals and project / program vision.

Apply and advocate established standards, best practice, guidelines and tools, and identify continuous improvement opportunities.

Effectively manage changes to requirements, and manage conflicts and issues to resolution.

Analyse cost/benefit and risk impact of solutions.

Organise, document and communicate customer requirements for new business opportunities to technology stakeholders using a variety of methods such as text, diagrams, prototypes, use cases, or user stories.

Assist with prioritising the requirements and backlog according to business value.

Provide estimates for requirements and analysis activities as required.

Perform or assist with user acceptance testing.

Improve project processes or recommend improvements as appropriate.

To be successful in this role, you will be able to demonstrate the following skills

Proven experience working as a Business Analyst.

An excellent awareness of ITIL processes and experience with the ServiceNow implementation of these.

A strong understanding of how to build user requirements so that they are written clearly and concisely, to ensure that they are implementable, understandable, testable, traceable, maintainable, scalable and extensible.

Training or certification on the ITIL framework.

Experience with ITSM tools, specifically ServiceNow.

Experience of working in an agile manner.

Strong abilities in facilitation and negotiation, interviewing, business writing, active listening, presentation skills, problem solving, team building, leadership and influencing.

Excellent organisational skills and attention to detail.