Business Analyst

Birmingham, Bristol, Leeds, Manchester, Nottingham, Swindon

Job Summary
The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government's office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty's Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.

Innovation And Progress Underpin Our Behaviours. We Foster a Culture Of Lifelong Learning, Where Curiosity And Self-improvement Are Encouraged. Our Four Core Values Are At The Heart Of Everything We Do. They Shape Our Culture And Guide How We Work, Lead And Grow Together:

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Job Description
Are you a visionary Business Analyst who thrives on delivering transformational digital services? Join our Digital Service Transformation Team and spearhead the rollout of end‑to‑end ServiceNow capabilities spanning HR Service Delivery (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), IT Operations Management (ITOM), Business Continuity Management (BCM), Governance, Risk & Compliance (GRC), Software Asset Management (SAM), and Strategic Portfolio Management (SPM). You will also harness ServiceNow's built-in Generative AI, Agentic AI and mobile app frameworks to deliver intuitive, intelligent self‑service experiences.

Working in a fast‑paced, high‑stakes environment, you will integrate ServiceNow with enterprise systems like Planon IWMS, Salesforce CRM, and Microsoft 365/Azure, driving seamless data flows and optimised processes. Your efforts will directly impact how civil servants and citizens access services enhancing efficiency, responsiveness, and transparency across the department.

As a Business Analyst specialising in ServiceNow, you will lead the discovery, design and implementation of the following modules:

• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Common Service Data Model (CSDM)
• IT Operations Management (ITOM)
• Business Continuity Management (BCM)
• Governance, Risk & Compliance (GRC)
• Software Asset Management (SAM)
• Strategic Portfolio Management (SPM)
• ServiceNow Mobile App
• ServiceNow AI (Gen AI & Agentic AI)
• ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems

Business Analysis

• Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.
• Produce key artefacts including:
• Business Requirements Documents (BRDs) with functional and non-functional requirements
• End-to-end process maps and data flow diagrams
• User personas and user journey maps
• Use cases and detailed user stories with acceptance criteria
• Requirements traceability matrix
• Analyse and prioritise requirements for ServiceNow modules (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) and ensure alignment with business objectives.

Business Process Improvement

• Create as-is and to-be process maps for workflows to be automated in ServiceNow.
• Identify opportunities for process optimisation, automation, and self-service enablement.
• Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance user experience and service efficiency.

*Requirements Definition & Management*

• Define, manage, and validate requirements throughout the project lifecycle.
• Maintain clear requirements traceability from business needs through to delivered features and test scenarios.
• Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements.

Change Implementation Planning & Management

• Contribute to the planning and execution of ServiceNow rollouts and upgrades.
• Support implementation of integrations with enterprise platforms (Planon, Salesforce, Microsoft 365/Azure).
• Participate in release planning, roadmap discussions, and adoption strategies to ensure smooth transitions and minimal business disruption.

Stakeholder Relationship Management

• Build strong relationships with internal and external stakeholders, acting as the key bridge between business teams and technical developers.
• Facilitate workshops, demonstrations, and playback sessions to validate requirements and showcase progress.
• Ensure that stakeholder needs are communicated clearly and reflected in delivered solutions.

Organisational Change Management

• Support change impact assessments for new ServiceNow features, GenAI enhancements, and mobile app rollouts.
• Develop communication materials, training content, and guidance to drive adoption of new processes and tools.
• Champion a user-centred approach, ensuring accessibility and inclusion in service design.

Testing

• Define and document test scenarios, test cases, and UAT scripts linked directly to requirements.
• Coordinate UAT sessions with business stakeholders to validate functionality, usability, and data quality.
• Support defect triage and ensure that delivered solutions meet business and compliance needs.

Are you a visionary Business Analyst who thrives on delivering transformational digital services? Join our Digital Service Transformation Team and spearhead the rollout of end‑to‑end ServiceNow capabilities spanning HR Service Delivery (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), IT Operations Management (ITOM), Business Continuity Management (BCM), Governance, Risk & Compliance (GRC), Software Asset Management (SAM), and Strategic Portfolio Management (SPM). You will also harness ServiceNow's built-in Generative AI, Agentic AI and mobile app frameworks to deliver intuitive, intelligent self‑service experiences.

Working in a fast‑paced, high‑stakes environment, you will integrate ServiceNow with enterprise systems like Planon IWMS, Salesforce CRM, and Microsoft 365/Azure, driving seamless data flows and optimised processes. Your efforts will directly impact how civil servants and citizens access services enhancing efficiency, responsiveness, and transparency across the department.

As a Business Analyst specialising in ServiceNow, you will lead the discovery, design and implementation of the following modules:

• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Common Service Data Model (CSDM)
• IT Operations Management (ITOM)
• Business Continuity Management (BCM)
• Governance, Risk & Compliance (GRC)
• Software Asset Management (SAM)
• Strategic Portfolio Management (SPM)
• ServiceNow Mobile App
• ServiceNow AI (Gen AI & Agentic AI)
• ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems

Business Analysis

• Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers.
• Produce key artefacts including:
• Business Requirements Documents (BRDs) with functional and non-functional requirements
• End-to-end process maps and data flow diagrams
• User personas and user journey maps
• Use cases and detailed user stories with acceptance criteria
• Requirements traceability matrix
• Analyse and prioritise requirements for ServiceNow modules (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) and ensure alignment with business objectives.

Business Process Improvement

• Create as-is and to-be process maps for workflows to be automated in ServiceNow.
• Identify opportunities for process optimisation, automation, and self-service enablement.
• Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance user experience and service efficiency.

*Requirements Definition & Management*

• Define, manage, and validate requirements throughout the project lifecycle.
• Maintain clear requirements traceability from business needs through to delivered features and test scenarios.
• Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements.

Change Implementation Planning & Management

• Contribute to the planning and execution of ServiceNow rollouts and upgrades.
• Support implementation of integrations with enterprise platforms (Planon, Salesforce, Microsoft 365/Azure).
• Participate in release planning, roadmap discussions, and adoption strategies to ensure smooth transitions and minimal business disruption.

Stakeholder Relationship Management

• Build strong relationships with internal and external stakeholders, acting as the key bridge between business teams and technical developers.
• Facilitate workshops, demonstrations, and playback sessions to validate requirements and showcase progress.
• Ensure that stakeholder needs are communicated clearly and reflected in delivered solutions.

Organisational Change Management

• Support change impact assessments for new ServiceNow features, GenAI enhancements, and mobile app rollouts.
• Develop communication materials, training content, and guidance to drive adoption of new processes and tools.
• Champion a user-centred approach, ensuring accessibility and inclusion in service design.

Testing

• Define and document test scenarios, test cases, and UAT scripts linked directly to requirements.
• Coordinate UAT sessions with business stakeholders to validate functionality, usability, and data quality.
• Support defect triage and ensure that delivered solutions meet business and compliance needs.

Person specification

*Essential Criteria:*

• ServiceNow Expertise:
• Experience as a Business Analyst or Functional Consultant leading multi‑module ServiceNow implementations (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM).
• Proven track record integrating ServiceNow with external platforms (Planon, Salesforce, Microsoft 365/Azure) in a regulated environment.
• Analytical & Communication Skills:
• Exceptional ability to translate complex technical concepts into compelling narratives for stakeholders at all levels.
• Strong facilitation skills leading collaborative design sessions, de‑risking through early prototyping, and guiding user acceptance testing.
• Proven experience creating and maintaining core BA artefacts (BRD, process maps, user personas, RTM, test cases).
• UK Government Background (Preferred):
• Familiarity with UK government standards such as Service Standard, Service Manual, Service Assessment, GDPR / DPIA, Cyber Assessment Framework (CAF), and digital accessibility (WCAG) requirements.
• Technical Aptitude:
• Proficient in process mapping tools (Visio, Lucidchart) and agile project management (Jira, Azure DevOps).
• Understanding of ServiceNow scripting (Business Rules, Client Scripts, UI Policies) to collaborate effectively with development teams.
• Comfortable working within Agile/Scrum ceremonies backlog grooming, sprint planning, retrospectives.

Qualifications
Professional Qualifications:

BCS Practitioner Certificate in Business Analysis (or equivalent)

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing
• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• Customer Perspective
• Commercial Accumen
• Property Market Knowledge
• Innovation

Alongside your salary of £42,450, Government Property Agency contributes £12,297 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Generous annual leave

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a
Disability Confident Scheme (DCS)
for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a
Redeployment Interview Scheme (RIS)
to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Please note - At this time GPA are unable to offer any Visa Sponsorship to candidates as we do not currently hold a visa sponsorship licence. Please do not apply for permanent roles with GPA if you will require your employer to take on the sponsorship of your current or any future visas.
A
rtificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our
candidate guidance
for more information on appropriate and inappropriate use.
Sift
The sift is due to take place week commencing 17th November 2025.

As part of the application process, you will be asked to include a CV. Further details around what this will entail are listed on the application form.

Interview
GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact to discuss prior to submitting your application.

At interview, applicants will be scored against 4 behaviours - Seeing the Big Picture, Changing & Improving, Communicating and Influencing and Delivering at Pace.

Interview questions will be a blend of Behaviour, Experience, Technical (core skill) and Strength questions.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.

Complete the 'Assistance required' section in the 'Additional requirements' page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre- stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Tanveer Hirani
• Email :

Recruitment team

• Email :

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:

Click here to visit Civil Service Commission