ServiceNow Business Analyst
Location: London, England
Salary: £42,665 – £50,495 (Employer Provided)
Reference Number: 432821
Grade: Senior Executive Officer (SEO)
Contract Type: Permanent
Business Area: DEFRA – COO – Digital, Data and Technology Security (DDTS)
Working Pattern: Flexible working, Full-time, Job share, Part-time
About the Role
The Department for Environment, Food and Rural Affairs (Defra) is seeking a ServiceNow Business Analyst to join its Service Tooling team within the Digital, Data, Technology and Security (DDTS) function. Defra plays a vital role in protecting the UK’s environment, supporting agriculture, and sustaining a thriving rural economy. As part of DDTS, you’ll help deliver smarter, faster digital solutions that improve how people interact with Defra’s services. This role focuses on turning business needs into practical, efficient ServiceNow solutions that enhance operational performance and user experience.
Key Responsibilities
- Collaborate with stakeholders to gather, document, and prioritise business requirements and user stories.
- Analyse existing business processes, identifying improvement opportunities using ServiceNow functionality.
- Ensure all solutions align with business objectives and ServiceNow best practices.
- Support testing activities including UAT, ensuring successful implementation of ServiceNow modules.
- Produce and maintain documentation such as process flows, specifications, and user guides.
- Provide user training and ongoing support for ServiceNow platforms.
- Keep up to date with the latest ServiceNow developments and suggest enhancements.
Required Skills and Experience
- Solid experience and understanding of the ServiceNow platform and its modules.
- Strong analytical and problem-solving skills.
- Proficient in business process analysis and requirements gathering.
- Excellent communication and interpersonal skills.
- Familiarity with Agile working methods.
- Knowledge of ITIL processes and best practices.
- Ability to work both independently and collaboratively within a team.
Security Clearance
Applicants must be eligible to obtain Security Check (SC) clearance. To qualify, candidates must have lived in the UK for at least 5 years.
Application Process
- Complete the online application form via the Civil Service Jobs portal.
- Submit your CV and a 750-word personal statement, demonstrating how you meet the key skills and experience criteria using the STAR method (Situation, Task, Action, Result).
- Shortlisted candidates will be invited for an interview and presentation, conducted virtually via Microsoft Teams.
- Interviews will assess your technical knowledge and the following Civil Service Behaviours:
- Communicating and Influencing
- Making Effective Decisions
- Seeing the Big Picture
- Working Together
Benefits
- Civil Service Pension: Employer contribution of 28.97%.
- Annual Leave: 25 days (rising to 30 after 5 years) plus bank holidays.
- Flexible Working: Options include part-time, job share, and condensed hours.
- Professional Development: Funding for training, qualifications, and memberships.
- Wellbeing Support: Access to the Employee Assistance Programme and Headspace.
- Health & Fitness: Health cash plan, cycle-to-work scheme, and gym discounts.
- Family Support: Childcare, parental leave resources, and adoption support.
Additional Information
- Visa Sponsorship: Defra does not hold a UKVI Skilled Worker Licence and cannot sponsor visas.
- Location: Primary DDTS hubs are in York, Warrington, Newcastle, Reading, and Bristol. Space in the London office is limited.
- Diversity & Inclusion: Defra is committed to attracting, retaining, and developing diverse talent.
Apply now
