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ServiceNow Business Analyst

3 months ago

London, Greater London, United Kingdom Capita Full time

Analyzes information technology (IT) requirements in business processes, through requirements elicitation, solutions identification, risk analysis and collaboration across (IT) teams.

Job Description

The Business Analyst role is to maintain and improve the ServiceNow Service Management platform used by Capita to support its external customers and internal staff. The role requires you to work closely with team members, stakeholders, and end users to provide application support, system configuration, delivery, testing and documentation services. The applicant will need to have hands-on experience of designing and configuring solutions, writing, and taking this through the test and deployment process.

This is an opportunity to join the team at a time of exciting change where we are transitioning from a legacy system to ServiceNow. We have an excellent relationship with the supplier and are looking to create a first class solution for our clients.

What you will be doing:

  • Captures business and user requirements (as stories for agile shops).
  • Ensures requirements are understood, developed, tested, and delivered to specification.
  • Design and configure ServiceNow applications and services.
  • Own the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements.
  • Represent project stakeholders throughout planning, development, and release processes.
  • Work with the platform team to develop release estimates.
  • Support the testing effort.
  • Work with stakeholders to drive adoption.
  • Provide BAU Support for any ServiceNow incidents and requests, liaising with customers and 3rd party teams as necessary.

What we are looking for:

  • Experience working as a ServiceNow Business Analyst, carrying out system maintenance and new implementations.
  • Experience using Business Rules, Client Scripts, Workflows, Form Design and UI Actions.
  • Experience of the CSM module.
  • Experience with ServiceNow ITSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and Reporting.
  • Excellent understanding of ServiceNow platform.

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at or call and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people's lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.

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