Business Analyst - ServiceNow

ServiceNow Business Analyst and Tester

The primary objective of this role is to deploy, 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 evaluate our processes and systems, focusing on data-driven changes and technical implementations. In addition to analytics duties, the postholder would 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.

Responsibilities:

• Captures business and user requirements (as stories for agile shops).
• Ensures requirements are understood, developed, tested, and delivered to specification.
• 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.
• Liaising with customers and 3rd party teams as necessary.
• Develop and execute test plans, test cases, and scripts for ServiceNow solutions.
• Perform functional, integration, and regression testing to ensure quality and compliance.
• Log, track, and retest defects using appropriate tools and processes.
• Support User Acceptance Testing (UAT) and provide clear feedback to development teams.

Desired skills/experience:

• 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, CSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and Reporting.
• Excellent understanding of ServiceNow platform.
• Experience in QA/Test Management, including test planning, execution, and defect management.
• Familiarity with Agile delivery and tools for managing requirements and testing.
• Excellent communication and stakeholder management skills.

Qualifications & Certifications (Preferred):

• ITIL Foundation certification.
• ServiceNow Fundamentals or System Administration certification (knowledge level acceptable).
• ISTQB Foundation or equivalent QA/testing certification.