ServiceNow Business Analyst

Zurich’s ServiceNow team is recruiting a Senior Business Analyst, who will be reporting to the Lead of ServiceNow Business Analyses and will be: 

• working closely with multiple stakeholders within Zurich Group and operating across the organization, 

• responding to any business demand engagement for the ServiceNow platform, 

• assisting with requirements gathering, requirements workshops, document analysis, business process descriptions, use case scenarios, business analysis, task and workflow analysis etc. as required to produce specifications 

• responsible for the delivery of world class ServiceNow based solutions supported by a team of solution architects, programme directors, and developers  

This person can work remotely although will need to work alongside the ServiceNow Core Team, the project teams and with stakeholders in multiple geographies. (EMEA, NA/LatAM, APAC) 

Key aspects of the role are: 

1. Business Needs Identification:  

1. Assesses and defines functional business needs and improvement areas. 

2. Identifies and researches opportunities for enhancement aligned with strategic goals. 

3. Reviews supplier release notes and leverages new ServiceNow features to maximize benefits. 

2. Business Analysis Planning:  

1. Chooses analysis methods based on work complexity, risk, assumptions, constraints, and dependencies. 

2. Helps develop and increase ServiceNow platform adoption and use in the business. 

3. Skilled in scoping and suggesting suitable approaches leveraging NOW platform capabilities. 

4. Manages own tasks to meet deadlines. 

3. Stakeholder Analysis and Change: 

1. Effectively identifies partners; builds and manages relationships according to individual stakeholder needs and levels of influence.  

2. Contributes to communication plans and change management for project and stakeholders. 

4. Requirements Analysis and Design Definition:  

1. Manages requirements planning, covering elicitation, approvals, process oversight, and assessment of scope changes. 

2. Collaborates with business teams to gather both functional and technical requirements, translating them into design specifications that cover Functional Design, User Interface Design, and Business Processes. 

3. Ensures that all work is accurately documented and maintained within the ServiceNow tool. 

4. Leads the transition of requirements from the product backlog into sprint planning, maintaining a comprehensive view of detailed business and functional needs. 

5. Clearly communicates requirements to development teams, ensuring that complex areas are properly understood and investigated, so potential opportunities, obstacles, or issues can be addressed effectively. 

6. Assists the Project/Programme Manager in preparing the Business Case, which includes conducting cost/benefit analyses, risk assessments, defining project scope, and developing high-level plans. 

5. Programme/Project Management: As and when required, the person may be asked to manage smaller projects within the ServiceNow portfolio  

1. Manage project/program deliveries to time, budget, and quality, directly and/or indirectly through oversight of team members and their workload 

2. Manage and oversee program/project risks, issues, dependencies, and assumptions 

3. Provide status reports on programs/projects and ensure all relevant governance processes are set up and maintained 

4. Ensure the program/project delivery team complies with Zurich standards and frameworks 

Experience and Qualifications: 

• 5+ years experience of using business analysis tools/techniques to design and deliver complex technology change for large global organisations 

• Strong engagement, communication and facilitation skills, including presentation and influencing skills 

• Experience of working with third party suppliers/vendors 

• Working knowledge of ITIL, Agile and DevOps methodologies 

• Working knowledge of the ServiceNow platform, at least from a user perspective is an advantage 

• Strong leadership qualities and a passion for technology 

• The ability to build deep and lasting relationships with key stakeholders and team members to enhance the reputation of ServiceNow team 

• Exceptional organisational skills – able to work without supervision 

• Ability to work in a fast-paced environment with rapidly changing priorities on multiple projects and initiatives 

• Can communicate with impact, in a way that is open, honest, consistent, and clear to influence and align stakeholders around a proposed approach 

• Strong negotiator, influencer, and team player used to manage multiple stakeholders in demanding time-critical situations 

• Strong drive and resilience to overcome challenges or setbacks to achieve program/project goals 

• Passionate about areas of expertise, managing your own development by learning continuously from experience and seeking out development opportunities