ServiceNow Business Analyst | Midlands| 3 months initially to start ASAP
The specialist BA is needed for a ServiceNow implementation Programme
The BA will act as the primary bridge between a legacy Remedy system and the new ServiceNow platform. In this role, you focus on translating complex legacy reporting into optimised ServiceNow dashboards and Performance Analytics.
Core Responsibilities
Legacy Analysis Requirement Gathering
Audit Remedy Environment: Conduct in-depth discovery of existing Remedy reports, dashboards, and data structures to identify critical dependencies and data volumes.
Gap Analysis: Perform detailed gap analysis to identify discrepancies between Remedys legacy reporting and ServiceNow’s out-of-the-box (OOTB) capabilities.
Requirement Translation: Translate business needs from legacy formats into functional specifications, user stories, and technical requirements for the ServiceNow development team.
Report Dashboard Migration
Mapping Transformation: Define data mapping between Remedy fields and the ServiceNow Common Service Data Model (CSDM) to ensure reporting accuracy.
Dashboard Modernisation: Design and build interactive ServiceNow dashboards that replace static Remedy reports, utilising modern visualisations like scorecards and trend lines.
Platform Analytics: Lead the transition from Core UI reporting to the Platform Analytics Experience, ensuring historical data and filters migrate successfully using tools like the Migration Centre.
Implementation Quality Assurance
User Acceptance Testing (UAT): Drive UAT sessions with business users, creating test scripts to validate that migrated dashboards meet original business goals.
Data Validation: Oversee the cleansing and validation of migrated data to ensure integrity within the new ServiceNow production environment.
Key Qualifications
Experience: Typically 3–5+ years as a Business Analyst, with specific experience in legacy ITSM migrations (Remedy to ServiceNow preferred).
Certifications: ServiceNow Certified System Administrator (CSA) is often required;
Certified Implementation Specialist (CIS) in ITSM or HRSD is highly advantageous.
Technical Skills: Proficiency in ServiceNow Reporting, Performance Analytics, ITIL frameworks, and Agile/Scrum methodologies.
Soft Skills: Strong stakeholder management, communication, and the ability to explain technical concepts to non-technical audiences