Business Analyst
Business Analyst
Government Property Agency
Salary - £42,450 to £46,636
There is also a non- standard RRA of up to £3,000 that may be applied to attract an exceptional candidate
Contract type: Permanent
Location: Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham or Swindon
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 selfservice 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
Technical skills
Essential criteria:
ServiceNow Expertise:
- 3-5+ years as a Business Analyst or Functional Consultant leading multimodule 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, derisking 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.
Essential criteria:
- Professional Qualifications:
- BCS Practitioner Certificate in Business Analysis (or equivalent)
Desirable criteria:
- ServiceNow Certifications:
- Certified System Administrator (CSA)
- Certified Implementation Specialist - HRSD (CISHRSD), CSM (CISCSM), ITSM (CISITSM), GRC, ITOM, SAM, SPM, or BCM
Professional Qualifications:
- PRINCE2 Practitioner, AgilePM, or equivalent Agile certification
- ITIL v3/v4 Foundation or higher
Benefits
- 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
How to apply
The application process will be open until the 1st February 2026.
As part of the application process, you will be asked to include a CV and a 500-word personal statement aligning with the person specification. This statement should outline your skills and experience in alignment with the role and use the STAR technique to provide specific examples.
Additional information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
New entrants are expected to join on the minimum of the pay band.