Business Systems Analyst

11 hours ago

Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full time
About the Business Analyst Role

We are seeking an experienced Business Analyst with a strong focus on ServiceNow to lead the continuous improvement of our IT Service Management (ITSM) and Professional Services Automation (PSA) platforms.

Key Responsibilities
  • Act as the ServiceNow product owner, working with business stakeholders to define and prioritise requirements and enhancements.
  • Manage ServiceNow product backlogs and roadmaps, aligning development efforts with business objectives.
  • Ensure ServiceNow workflows support efficient operational processes and adhere to ITIL best practices.
  • Enhance customer experience by optimising ServiceNow to deliver compelling product and service solutions.
  • Collaborate with stakeholders to capture, validate, and challenge requirements, making informed solution recommendations using ServiceNow.
  • Partner with development teams to design and scope solutions within ServiceNow.
  • Analyse the business impact of proposed ServiceNow changes, assessing risks and managing smooth transitions.
  • Support the testing and implementation of new ServiceNow functionalities and processes to maximise business adoption.
Requirements
  • Strong working knowledge of ServiceNow, especially modules such as Customer Service Management (CSM), IT Service Management (ITSM), and/or Field Service Management (FSM).
  • ServiceNow Certified System Administrator (CSA) certification or relevant experience is highly desirable.
  • Experience managing and enhancing ServiceNow platforms, including designing workflows and automations.
  • Knowledge of ITIL-aligned service management processes and how ServiceNow can support these effectively.
  • Ability to collaborate effectively and build strong relationships with stakeholders across all levels of the business.
  • Strong attention to detail with a proactive approach to problem-solving, particularly within the ServiceNow environment.
  • Experience working with Agile methodologies in relation to system development.
What We Offer
  • Generous salary of £45,000 - £65,000 depending on experience
  • Additional benefits such as ride to work scheme, free onsite parking etc.

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