Key Responsibilities Lead business analysis activities for end-to-end ServiceNow rollouts, including discovery, design, implementation, and go-live support. Engage with utility business stakeholders (Operations, Asset Management, Field Services, IT, Regulatory, Customer Services) to gather and validate requirements. Translate business requirements into functional specifications, user stories, workflows, and process maps aligned with ServiceNow best practices. Support rollout of ServiceNow modules including ITSM, CMDB, ITOM, Asset Management, CSM, and FSM (as applicable). Manage and coordinate stakeholder expectations, ensuring alignment between business, IT, vendors, and delivery teams. Facilitate workshops, requirement walkthroughs, design reviews, and UAT sessions across multiple utility business units. Ensure ServiceNow solutions comply with utilities regulatory, audit, and operational requirements. Support change management, training, and communication activities during rollout and adoption phases. Work closely with ServiceNow developers, architects, and test teams to ensure successful delivery and adoption. Drive continuous improvement by identifying opportunities for automation, standardisation, and process optimisation. Required Skills & Experience 5 years of experience as a Business Analyst, with 3 years focused on ServiceNow. Proven experience delivering ServiceNow rollouts / implementations in large or complex environments. Strong experience within the Utilities industry (Energy, Power, Gas, Water, or Renewables). Hands-on knowledge of ServiceNow ITSM processes (Incident, Problem, Change, Request) and CMDB. Excellent stakeholder management skills, including engagement with senior leadership and external vendors. Strong documentation skills (BRDs, FRDs, user stories, process flows). Experience working in Agile / Scrum delivery models. Strong communication, facilitation, and negotiation skills.