ServiceNow Business Analyst

The Senior ServiceNow Business Analyst is a role that creatively and innovatively solves customer problems and translates requirements into outcomes that deliver outstanding value and customer experiences. The role is pivotal in supporting our vision for a fully digitised London Stock Exchange Group.

The role is responsible for connecting with our customers, building a deep understanding of the challenges that they want to solve, and collaborating with our architects and developers to recommend and specify simple, creative, and innovative solutions that meet or exceed our customers’ expectations. The role retains responsibilities across the delivery lifecycle to ensure that the solutions and outcomes delivered to our customers solve their challenges and deliver value as expected.

The role of a Senior Business Analyst has responsibilities to collaborate with, coach, and develop peers to achieve greater success. The role works closely with the ESM Platform Delivery Lead, other Business Analysts, Demand Management Lead, Agile Delivery Managers, Technical Architects, Software Developers and Release Management to ensure that customer outcomes are delivered on-time and to expected quality standards.

Tech Profile/Essential Skills

• 4+ years’ experience of business and functional analysis of ServiceNow products and solutions.
• Have demonstrable experience of working on at least three separate, ServiceNow product implementations in global, enterprise organisations.
• 2+ years’ experience working within an Agile Delivery environment.
• Proven business analysis and functional consulting experience of ServiceNow products beyond ITSM e.g., ITBM, HR, GRC, ITOM, Performance Analytics etc.
• Comfortable engaging with senior leaders, handling complex conversations and comfortable presenting to senior audiences.
• Bring a sharp eye for detail and a quality-first approach
• Have the ability and confidence to positively challenge the customer requirements to seek better solutions and outcomes.
• Have proven experience in using the ServiceNow platform through data and analytics to drive insights and performance improvements.
• Good understanding of ServiceNow technical concepts (e.g., workflow design, APIs, Web Services, integrations)
• Have the adaptability to work under changing work scenarios and a pro-active approach to dealing with challenges.
• Can prioritise their workload and that of their peers, and the ability to meet deadlines and remain resilient under pressure.
• Can promptly identify and escalate issues which may affect the scope, quality, or timeliness of objectives.
• Customer driven - working backwards from our customers' needs, designing solutions that address their problems and continuously seek out feedback to drive excellence.
• Are self-organising, self-motivated, and can lead themselves.
• Learn and be curious - have a growth mindset, continuously seeking to acquire expertise both from formal and informal settings, and actively share that knowledge within the community.
  
  

Preferred Skills And Experience

• Have business analysis or functional consulting experience of other applications and infrastructure technologies.
• Are a certified ServiceNow Implementation Specialist in one or more ServiceNow products
• Prior experience working in an enterprise IT Service Management environment.
  
  

Education and Professional Skills

• Have a degree in a computer science, engineering, or similar technical background – a good relevant degree is desirable, but experience and the right approach to work are just as important.
• Hold a minimum qualification of an ITIL Foundation Certificate.
  
  

Detailed Responsibilities

• Support the Agile Delivery leads in designing an outstanding customer experience from initial engagement through to final delivery.
• Contribute ServiceNow Subject Matter Expertise during the customer engagement activities e.g. workshops, presentations, delivery planning.
• Support the ESM Engagement Lead on Customer Engagement Forum calls, present product capability demonstrations, showcase platform capabilities, sell the value proposition of the ESM Platform.
• Support the Demand Manager in a manner that ensures the timely assessment and sizing of incoming ServiceNow demands.
• Conduct detailed analysis of the customers’ business challenges and desired outcomes. Document customer challenges and requirements.
• Define and document User Stories for projects and products with simple, clear, and concise articulation.
• Ensure that all User Stories definitions adhere to best practices for structure and content e.g. Description, Priority, Acceptance Criteria etc.
• Identify and recommend simple, innovative, and creative solutions that exploit the ServiceNow products and/or cross-product capabilities, and other enterprise technologies to deliver outstanding value propositions.
• Provide business analysis input into the refinement of User Stories, working with Technical Architects, Software Developers, Agile Delivery Managers, and others to ensure the accurate estimation of scope, complexity, time and cost.
• Assist in implementing and driving adoption of best practices and industry standards for business analysis across the team.
• Ensure that business requirements are traceable from discovery and capture through to delivery across the delivery lifecycle. Be responsible end-to-end to the customer for the value delivered from each User Story.
• Drive the design of the test plans and test cases for User Stories, maximising the use and adoption of the testing automation tools.
• Work with Agile Delivery Managers to support delivery to time, cost and quality standards.
• Lead with data - inform opinions with measurable data and using ServiceNow's reporting and Performance Analytics dashboards
• Own, manage, and coordinate the definition and allocation of Themes and Epics across the platform products.
• Support the technical delivery of projects and product-based development on the ServiceNow platform.
• Identify and recommend continual improvement opportunities in the function and delivery of the ESM Platform Team.
  
  

Key Relationships

• Business Stakeholders / Customers
• ServiceNow Software Developers
• Agile Delivery Manager / Scrum Master
• Delivery Lead
  
  

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.