About this role
Serve as the critical bridge between business stakeholders and technical development teams for ServiceNow implementation projects, with specific focus on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine implementations. Analyse complex business requirements, system integrations, data migrations, translate them into detailed specifications, and ensure ServiceNow solutions seamlessly connect with existing enterprise systems whilst optimising customer service delivery.
What will you do?
Key Responsibilities
Lead requirements gathering through human-centric design methods and visual techniquesConduct thorough analysis of current systems and processes to identify improvement opportunitiesApply Design Thinking methodologies to create innovative solutions for complex problem statementsPSDS and CSM Process Design: Map current state citizen service processes and design optimised future state workflows that maximise ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Create, map and translate user stories to ServiceNow CSM and Public Sector Digital Services (PSDS) platform capabilities. Identify opportunities for data analytics integration, and automation. Develop process flow diagrams that incorporate multiple touchpoints, and citizen journey mapping across digital service channels. Ensure solutions comply with industry, Government and regulatory standards.Data Analysis and Mapping: Strong skills in data analysis, data mapping, visualisation and understanding complex data relationships. Experience with data migration concepts and ETL processes relevant to ServiceNow implementations. Ability to analyse data quality issues and design data validation rules.Stakeholder Management and Integration Coordination: Act as primary liaison between business users, technical teams and stakeholders throughout implementation. Facilitate impact assessments and coordinate testing activities across multiple platforms. Present progress updates to steering committees and business leadership.
Project Delivery
Create detailed user stories, functional specifications, and acceptance criteriaOversee platform configuration, customisation, and integrationManage solution deployment and ensure smooth operational transitionLead impact analysisFacilitate knowledge transfer through workshops and training sessions
Stakeholder Management
Build strong relationships with agency stakeholders and cross-functional teamsLead discovery workshops and requirements gathering sessionsDrive user adoption through effective communication and guidanceCollaborate with technical teams to resolve operational challenges Education & Professional Experience
Diploma/Degree in Computer Science, Information Technology, or related fieldPrefer at least 4 years of relevant experience as a Business Analyst in a similar capacity.Proven track record of at least 2 successful ServiceNow implementations (highly preferred)Strong background in Agile and enterprise SaaS platforms (ServiceNow and Cloud-computing background is highly preferred)
Technical Competencies
Proficiency in ServiceNow platform configuration and customisationStrong experience with Agile methodologies and product-centric deliveryUnderstanding of cloud architecture and modern development practicesWorking knowledge of AI tools and emerging technologiesExperience in process automation and system integration
Essential Skills
Advanced analytical and problem-solving capabilitiesStrong facilitation and workshop leadership abilitiesExcellent stakeholder management and communication skillsProven ability to influence and drive changeExperience in government or large enterprise digital transformation
Personal Attributes
Self-motivated with a strong drive for resultsAnalytical mindset with attention to detailAdaptable and quick to learn new technologiesStrong team player with excellent collaboration and communication skillsInnovative thinking and creative problem-solving approach We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
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