ServiceNow Business Analyst - Department Environment, Food and Rural Affairs - SEO

Service Now Business Analyst - Department for Environment, Food and Rural Affairs - SEO

Full-time (Permanent) National: £42,665 - £46,765, London: £46,060 - £50,495
Published on 10 February 2026

Our main Defra DDTS hubs are in York, Warrington, Newcastle, Reading and Bristol, however the successful candidate may be contractually based at any Defra office. Please be aware that space within the London office is restricted and it may not be possible to be based in this location.

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world‑leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day‑to‑day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data, Technology and Security (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1000 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

The Service Tooling team at Defra within Digital, Data Technology and Security (DDTS) function is looking for a Service Now Business Analyst to join our team.

Joining our Service Tooling team, you will help turn business needs into smart, practical solutions. You’ll need a solid grasp of what the Service Now® platform can do, along with great people skills and a sharp eye for detail. The role is all about working closely with stakeholders to understand what they need, digging into how things currently work, and finding better ways to get things done using Service Now, making everyday processes smoother and more efficient.

While applicants without SC clearance are welcome to apply, they must be eligible to obtain it. To be eligible for SC clearance, all applicants are required to have been a UK resident for a minimum of 5 years. If this requirement is not met, the individual will not be able to progress their application further.

• Collaborate with stakeholders to elicit, document, and prioritise business requirements and user stories for Service Now implementations and enhancements.
• Analyse current business processes and workflows, identify areas for improvement, and recommend Service Now out of the box functionality and solutions to streamline operations.
• Ensure Service Now applications and modules are designed in alignment with business requirements and best practices.
• Build and maintain strong relationships with stakeholders, providing regular updates and managing expectations throughout project life cycles.
• Collaborating with the Test team, support the development of test plans, acceptance criteria, testing, and coordination of user acceptance testing (UAT) to ensure Service Now solutions meet business needs.
• Create and maintain detailed documentation, including requirements specifications, user stories, process flows, and user guides.
• Provide training and support to end‑users, ensuring they are equipped to use Service Now effectively.
• Stay current with Service Now updates and best practices, recommending improvements to enhance platform utilisation and user experience.

• Good experience and strong understanding of Service Now platform, functionalities and modules.
• Proficient in requirements gathering, business process analysis, and solution design.
• Excellent communication and interpersonal skills.
• Familiarity with Agile methodologies and practices.
• Ability to work independently and collaboratively in a team environment.
• Strong problem‑solving and analytical skills.
• Knowledge and experience of ITIL processes and service management best practices.

Selection process

The Civil Service marks each element of the selection process on a merit basis. You can visit the  website for further information on the Civil Service rating scale.

Ensure you have tailored your CV and your Personal Statement to the 'responsibilities' and 'skills and experience' section of the job advert by providing examples on how you are suitable for the role. You may find the STAR method helpful when writing your personal statement.

For further information on STAR, you can check out our hints and tips document.