- Serve as the critical bridge between business stakeholders and technical development teams for ServiceNow integration projects, with specific focus on Public Sector Digital Services (PSDS), Customer Service Management (CSM), and App Engine implementations.
- Analyse complex business requirements for system integrations, translate them into detailed technical specifications, and ensure ServiceNow solutions seamlessly connect with existing enterprise systems whilst optimising customer service delivery.
- Lead requirements gathering for integration scenarios, document current state system landscapes, and design future state integration architectures that leverage ServiceNow PSDS capabilities and App Engine development platform.
- Collaborate closely with ServiceNow developers, integration specialists, and external system owners to ensure successful delivery of integrated platform solutions.
Technical Skills Required:
- ServiceNow Integration Expertise
- App Engine and Development Understanding
- Integration Technologies
- Data Analysis and Mapping
- Business Analysis and Documentation
Experience Level:
- Minimum 4-6 years of business analysis experience with at least 3 years specifically focused on system integration projects and 2 years working with ServiceNow platform implementations.
- Proven track record of successfully delivering complex integration projects involving ServiceNow CSM or similar customer service platforms.
- Bachelor's degree in Information Systems, Computer Science, Business Administration, or related technical field.
- Demonstrated experience working with enterprise integration projects and managing relationships with multiple system owners and vendors.
