ServiceNow Business Analyst

Overview

You will be involved in all business analysis aspects of Service Management, Service Integration and Management solutions for our existing and prospective clients using the Service Now Platform. Your role requires that you have thorough knowledge of Service Now capabilities, strong stakeholder engagement skills, and the ability to translate business requirements into clear stories, process improvements and delivery outcomes in line with business needs.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

• Core involvement in the analysis, design and continuous improvement of Service Now solutions using Service Management practices based on Capgemini and industry standards.
• Co‑design new Service Now processes, requirements and user stories with business stakeholders and delivery teams as required.
• Take ownership of defined complex business requirements and work them through to completion with the support of the Service Now delivery team.
• Assist in estimating release level of effort and support prioritisation of requirements, scope and business value.
• Leverage your extensive Service Now and process knowledge to ensure optimisation, compliance and adoption when IT organisations use the Service Now Platform.

• Experience in gathering business requirements for Service Now initiatives, workshop facilitation, process mapping and documentation of current/future state.
• Experience with writing user stories, acceptance criteria and refining backlog items.
• Strong stakeholder management and communication skills across business and IT teams along with good understanding of Service Now platform capabilities and out‑of‑box processes.
• Experience supporting Agile delivery, sprint ceremonies and prioritisation discussions.
• Testing and UAT coordination, including defect tracking and sign‑off support. Experience producing reporting, status updates and business‑facing documentation.

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. We will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt in during the application process.

If you are successfully offered this position, you will go through a series of pre‑employment checks, including identity, nationality or immigration status, employment history going back three continuous years, and unspent criminal record check. A Security Check (SC) clearance is required. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last five years, among other criteria.

Some posts are restricted to sole UK Nationals for security reasons; you may be asked about your citizenship in the application process.