Business Analyst - Servicenow

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

The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.

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.

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.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .