ServiceNOW Business Analyst

ServiceNow is a strategic SaaS platform for HSBC with major implementations live for the HR and IT infrastructure delivery departments. The Global Procurement Team have implemented ServiceNow for Procurement Operations and as a purchasing channel using ShoppingHub.

• Expert in ServiceNow implementations, preferably within a banking environment.
• Knowledge of a range of ServiceNow modules, ideally Sourcing and Procurement Operations.
• Excellent communication and written skills with experience working with a wide range of stakeholders.
• Familiarity with Agile methodologies and JIRA.
• Ability to manage multiple workstreams to tight deadlines.

• Partner with global process owners and stakeholders to capture, document, and validate business requirements.
• Translate requirements into Agile user stories and technical specifications, maintaining the development backlog.
• Perform gap analysis to define current vs future state and shape the target solution.
• Design ServiceNow workflows, processes, and end-to-end solutions that meet business needs and improve UX.
• Work with the Product Owner and Scrum Master to prioritise the backlog and support sprint planning.
• Collaborate with developers and architects to ensure accurate implementation and timely defect resolution.
• Support UAT, including test coordination, defect triage, and closure to completion.
• Deliver product demos, training, and communications, building strong relationships across DCOO IT, business stakeholders, and vendors while promoting HSBC values and inclusion.