Systems Analyst - ServiceNow

Are you passionate about transforming how thousands of internal and external users access vital services through cutting-edge technology? Imagine spearheading the rollout of ServiceNow modules like HRSD, CSM, ITSM, CMDB, ITOM, BCM, GRC, SPM and GenAI-powered chatbots. As our new Systems Analyst, you will design sleek solutions, craft detailed architectures, and seamlessly integrate with Salesforce, Planon IWMS, and Microsoft ecosystems. Your work will deliver a world-class customer service portal and mobile experience. If you thrive on solving complex problems and making a tangible impact on public-sector operations, read on! You will join a dynamic Corporate Systems Team charged with delivering best-in-class enterprise services to support our internal users, customers, suppliers and partners. We are modernising our service delivery by leveraging the full breadth of the ServiceNow platform to underpin a secure, resilient, and citizen-focused operating model. This role will be instrumental in deploying, configuring, integrating, and supporting multiple ServiceNow modules, including cutting-edge Generative AI & Agentic AI capabilities and a mobile-first, self-service portal for our building users and customers. As a Systems Analyst specialising in ServiceNow, you will lead the design, configuration, and implementation of the following modules:

• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Common Service Data Model (CSDM)
• IT Operations Management (ITOM)
• Business Continuity Management (BCM)
• Governance, Risk & Compliance (GRC)
• Software Asset Management (SAM)
• Strategic Portfolio Management (SPM)
• ServiceNow Mobile App
• ServiceNow AI (Gen AI & Agentic AI)
• ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems

Finally, you will act as the subject-matter expert and first line of support, ensuring that end users can rely on frictionless, secure access to a single pane of glass for all their service needs., Systems Design & Development

• Lead and contribute to the high-level design (HLD) and solution/component diagrams for ServiceNow modules (HRSD, ITSM, CSM, ITOM, BCM, GRC, SAM, SPM).

• Carry out detailed systems analysis, translating user needs into technical requirements and platform configurations.

• Configure ServiceNow applications in line with government Secure by Design and NCSC CAF principles.

• Develop user stories and acceptance criteria in line with Agile delivery methodologies (Scrum/Kanban).

• Support continuous integration/continuous delivery (CI/CD) using ServiceNow Update Sets, Git, and other DevOps practices.

Integration & Data Mapping

• Define and implement integrations between ServiceNow and enterprise platforms (Planon, Salesforce, Microsoft 365/Azure).

• Develop and maintain data mapping, transformation, and synchronisation for cross-system workflows.

• Apply API, middleware, and ServiceNow Integration Hub skills to enable secure, scalable integrations.

• Document and maintain interface specifications and data flow diagrams for compliance and support purposes.

Testing & Quality Assurance

• Develop and maintain test cases, test scripts, and test plans for unit, system, and integration testing.

• Coordinate and conduct user acceptance testing (UAT) with departmental stakeholders.

• Apply automated testing approaches where possible, ensuring consistency and efficiency.

• Document and track defects, ensuring timely resolution and regression testing.

Implementation & Transition

• Plan and execute deployment of new ServiceNow functionality and modules into production.

• Produce and maintain release notes, runbooks, and transition guides.

• Support cut-over activities and data migrations during module implementation.

• Ensure alignment with Change Advisory Board (CAB) processes and ITIL v4 practices.

Documentation & Artefact Production

• User Stories & Acceptance Criteria: Break down high-level requirements into user stories for Agile sprints. Clearly define "Definition of Done" and acceptance criteria for each story, ensuring a testable scope.

• Test Cases & Testing Plans: Author manual and automated test cases covering functional, integration, performance, and security testing. Coordinate and execute unit testing, integration testing, system testing, and user acceptance testing (UAT) alongside key stakeholders.

• Technical & User Documentation: Produce comprehensive technical documentation, including configuration guides, runbooks, and troubleshooting instructions. Provide user-friendly guidance such as Quick Reference Guides (QRGs) and in-platform knowledge articles for building users, HR staff, and service desk agents.

Support & Continuous Improvement

• 1st Line Support & Incident Management: Serve as the primary point of contact for ServiceNow incidents and service requests. Triage, troubleshoot, and resolve user issues related to functionality, performance, or data. Escalate complex problems to the ServiceNow development team or third-party vendor as required.

• Problem Management & Root Cause Analysis: When recurring incidents or systemic issues arise, conduct in-depth analysis to identify root causes. Draft Problem Records, propose permanent fixes, and implement corrective actions to minimise recurrence.

• Governance & Service Optimisation: Enforce ServiceNow governance policies, ensuring new customisations align with platform standards and do not introduce technical debt. Continuously review usage analytics, SLA performance, and user feedback to optimise workflows, forms, and platform configurations.

• Quality Assurance & Change Management: Participate in Change Advisory Board (CAB) meetings, prepare Change Requests (RFCs) for ServiceNow enhancements, and ensure changes follow the departmental Change Management lifecycle. Provide post-implementation reviews to evaluate success and gather lessons learned.

Continuous Improvement & Optimisation

• Analyse platform usage and service performance metrics to identify improvement opportunities.

• Contribute to backlog refinement and prioritisation for future sprints.

• Embed Generative AI features and ServiceNow Mobile App capabilities to enhance user experience.

• Maintain alignment with the government functional standards for Digital, Project and Security, and ensure services meet Digital Service Standard.

Documentation & Artefacts

• Produce all key artefacts, including:

• High-level designs & solution designs

• System/component diagrams

• User stories & test cases

• Runbooks, support playbooks, troubleshooting guides

• Maintain version control of artefacts in a structured repository (e.g., Confluence, SharePoint, Git).

Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government's office estate. We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team. Representing the best covenant in the UK - His Majesty's Government - we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services. Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together: * Striving for excellence- We always aim to deliver great results * Empowering through respect- We insist on fair treatment for all, always * Acting with integrity- We consistently do the right thing * Succeeding together- We rely on each other to achieve success We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community. Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.