Job Description
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.