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Business Analyst

3 months ago

Nottingham UK, Nottinghamshire, United Kingdom asobbi Full time

Job Title: Business Analyst

Locations: Nottingham (Hybrid working)


Our client is seeking a dynamic and detail-oriented Business Analyst to join their team. The ideal candidate will have a strong background in business analysis, excellent problem-solving skills, and the ability to work collaboratively with various stakeholders to drive business improvements and technology solutions.


The Business Analyst will be tasked with defining and prioritizing future developments and enhancements to their IT Service Management (ITSM) and Professional Services Automation (PSA) tools. Additionally, they will be responsible for establishing and standardizing processes to enhance the delivery of their Services capabilities.


What you will do:

• Oversee product ownership for the system, collaborating with business stakeholders to define and prioritize requirements and enhancements.

• Manage product backlogs and enhancement roadmaps, continuously aligning them with business needs.

• Serve as a liaison between business/operational stakeholders and technical IS/IT teams.

• Be the primary contact for system-related questions and requests from the broader business.

• Ensure system workflows support efficient internal processes and align with ITIL best practices.

• Ensure systems and processes deliver excellent customer experiences.

• Define, capture, and validate requirements with business stakeholders, making solution recommendations and challenging assumptions.

• Collaborate with technical development teams to scope and design potential solutions.

• Analyze proposed system changes, assessing business impacts and mitigating associated risks.

• Apply business analysis and project management methodologies to system and process enhancements.

• Support testing and transition of new system functionalities to maximize adoption and success.

• Facilitate change management within business and operational teams, resolving issues and communicating progress.

• Develop system architecture and roadmaps, articulating future functionality and capabilities.

• Coordinate resources from multiple teams to achieve successful outcomes.

• Advocate for maintaining scalable and upgradeable systems, challenging bespoke development requests.

• Influence decision-makers and operational leaders to adopt standardized system functionalities.

• Align processes with business strategy for assigned projects.

• Develop and implement ITIL-aligned operational processes within Service teams.

• Create business process designs that optimize customer experience and minimize costs.

• Promote standard service and process reuse, ensuring process adoption among operational teams.

• Produce standard and visual business process design templates for reviewing processes and training material.

• Drive continuous improvement in Business Systems processes and deliverables.

• Represent the Business Systems function in broader business initiatives to align objectives and outcomes.


Skills and experience:

• ITSM and PSA Expertise: Proficiency in ITSM and PSA platforms, with a preference for ServiceNow experience, particularly in Customer Service Management (CSM), IT Service Management (ITSM), and Field Service Management (FSM). ServiceNow Certified System Administrator (CSA) certification is beneficial.

• Agile Methodologies: Knowledge of Agile system development methodologies.

• ITIL Processes: Understanding of ITIL-aligned Service Management processes and how ITSM platforms support their effective delivery.

• Personal Attributes: Demonstrated passion, energy, motivation, and resilience. Strategic thinker, effective collaborator, strong communicator, conflict resolver, and entrepreneurial mindset.

• Project Management: Proven ability to deliver strong personal performance and successfully complete complex initiatives or projects.

• Hands-On Problem Solver: Comfortable with detailed problem-solving and developing new solutions.

• Adaptability: Capable of understanding, synthesizing complex issues, and adapting to evolving business requirements.

• can do” and proactive attitude.


Employment Type

Full-time, Permanent