Job Description

Job Opportunity: ServiceNow Business Analyst - Modern Workplace

Location: Leeds or Edinburgh (2 days per week onsite)Contract: 12 monthsRate: £550 per day (umbrella)

Why This Role Matters: Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations.

What You'll Do:

• Shape Clear and Actionable Requirements:

- Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs. - Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions. - Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification.

• Drive Design & Decision Clarity:

- Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas. - Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change.

• Operate as Part of SAFe Feature Teams:

- Work closely with Product Owners to maintain a healthy backlog and support PI planning. - Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments. - Create traceability between business needs, stories, test expectations, and operational value.

• Ensure Operational Readiness & Service Quality:

- Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service. - Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys. - Support labs with metrics definition and benefit tracking across key STL journeys.

• Champion Continuous Improvement:

- Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys. - Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions.

What You'll Bring:

Essential:

• Proven experience as a Business Analyst in a digital, service, or technology environment.
• Experience with ServiceNow and developer experience.
• Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing.
• Ability to work within Agile/SAFe delivery structures while juggling multiple work streams.
• Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines.
• A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value.

Desirable:

• Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., Devices, Knowledge Management, M365 integrated journeys).
• Knowledge of journey mapping tools and techniques or collaboration with Service Design teams.

Why Join Us? This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you!

Apply now and help shape the future of our client's Modern Workplace!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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