Job Description

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Overview
This is a position in the Digital Employee Experience Team. The ideal candidate will be a detail-oriented, forward-thinking Business Analyst passionate about understanding business needs, translating them into actionable technical requirements, and contributing to the evolution of our employee experience platforms, digital content management, and optimization.
Responsibilities
Business Analysis & Requirements Management

• Engage with business stakeholders to understand needs, pain points, and improvement opportunities for the Knowledge Management and EC Pro modules.
• Translate business requirements into clear, detailed user stories, including acceptance criteria.
• Conduct and coordinate User Acceptance Testing (UAT) for all development stories prior to deployment.
• Analyse feedback, issues, and enhancement requests received from users and convert them into actionable stories or bug tickets.

Agile Delivery & Collaboration:

• Partner with the Scrum Master and development team to prioritise user stories for each sprint cycle.
• Support ongoing backlog refinement, ensuring stories are well-defined, estimated, and aligned with project goals.
• Monitor and manage the issues and requests queue, ensuring timely triage, resolution, and communication.
• Work closely with cross-functional teams to understand mutual impacts of upcoming changes on their processes and to assess how their initiatives affect our modules.

Cross functional collaboration:

• Collaborate with Training and Communications specialists to support the creation of clear and timely communication materials regarding product changes, enhancements, and upcoming releases.
• Support change management activities by ensuring stakeholders understand the value, impact, and functionality of new features.

Qualifications

• Technical & Functional Skills
• 5-7 years of experience as a Business Analyst, preferably in a ServiceNow environment.
• Familiarity with ServiceNow Knowledge Management and Employee Center Pro (or related HR/ITSM modules).
• Strong understanding of Agile delivery methodologies, backlog management, and sprint planning.
• Ability to write high-quality user stories, acceptance criteria, and process documentation.
• Experience performing UAT, including test planning, execution, and defect management.
• Analytical & Professional Skills
• Excellent analytical and problem-solving abilities, with the capacity to break down complex issues into actionable tasks.
• Ability to translate business needs into technical concepts and vice versa.
• Strong communication and stakeholder management skills across technical and non-technical audiences.
• Highly organised, with the ability to manage multiple priorities and maintain attention to detail.
• Preferred Experience (Good to Have)
• Prior exposure to Knowledge-Centered Service (KCS) practices.
• Experience working with global or cross-functional teams.
• Basic understanding of ServiceNow administration or configuration.

Skills Required