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Macclesfield, England, United Kingdom
Job reference: R-052602
Posted date: Jul. 16, 2019

At AstraZeneca we believe in the potential of our people and you’ll develop beyond what you thought possible. We make the most of your skills and passion by actively supporting you to see what you can achieve no matter where you start with us.

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express different perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity.

ServiceNow Business Analysts are responsible for responding to business demand engagement for the ServiceNow platform. They assist with requirements gathering using interviews, document analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis, as required to produce specifications. Work with the wider Demand team for assessment and be the interface between the development teams and the wider business. It is imperative that you have a solid grasp of "as is" "to be" to break the requirements into user stories that are suitable for iterative, incremental development.

In addition to BAU demand, this role will specifically also have a 50% (approx) split of time working on automation demand including complex catalogue build requests. This will require the management of builds for example where integration with another platform or process is required. Or there is a substantial amount of complex workflow or automation required to deliver a successful customer experience. Time will be handled on a flexible basis to meet business needs.

Overall, they will be responsible for ensuring work is correctly gathered and maintained within the ServiceNow tool. They will lead the flow of requirements from the product backlog into sprint planning, providing a controlled, joined-up overall view of the business and functional requirements at a detailed level. Communicate requirements so that development teams can work effectively and ensure areas of complexity are understood and investigated appropriately to review opportunities, blockers, problems and issues that arise.

They will have experience in business systems analysis and working in a dynamic environment with knowledge of ITIL, Agile and DevOps methodologies. Ideally you will have experience of collecting requirements, producing specifications and carrying out delivery planning and prioritisation activities. Experience working on projects would be highly beneficial.

Working knowledge of the ServiceNow platform, from a user perspective is a must.

Typical Accountabilities

The ServiceNow Business Analyst is expected to perform at Capable level in the following:

  • Business Needs Identification - Operates at a functional level in assessing and defining business need and areas for improvement. Enthusiastically seeks out opportunities to enhance and improve in line with strategic goals, proposing potential solutions through research.
  • Business Analysis Planning - Selects the appropriate analysis approach to a piece of work depending on its complexity, level of risk, known assumptions, constraints and dependencies. Proficient in scoping and recommending appropriate approaches. Capable of planning and managing their own activities to meet deliverables and deadlines.
  • Stakeholder Analysis & Change - Effectively identifies partners and works to build and manage relationships according to individual stakeholder needs and levels of influence. Contributes to communication plans and change management for project and stakeholders.
  • Requirements Analysis and Design Definition - Responsible for requirements management plans including elicitation, approvals, processes, and scope impacts. Supports the work with the business to identify functional and technical requirements, translating the requirements into design specifications reflecting Functional Design, User Interface Design and Business Process Design. Communicate requirements, closely partnering with the Architecture team, ensuring the technical solution will deliver the agreed business benefits.
  • Business Case and Benefits Management – Supports the business case definition, gathering business justification for investment including ROI and benefits realization.
  • Solution Evaluation - Analyzes and assesses solution proposals and able to articulate supporting reasoning. i.e. assessing business readiness, improving value vs. spend. Work with architects to ensure that elaborated requirements are considerate to the solution design.

Education, Qualifications, and Experience


  • Experience of working in a technology environment
  • Experience of using business analysis tools/techniques to design and deliver business change
  • Strong engagement, communication and facilitation skills, including presentation and influencing skills
  • Demonstrable experience working in a highly collaborative environment, with focus towards delivering real business results.
  • Experience of working in a regulated environment
  • Experience of working with third party suppliers/vendors
  • Solid understanding of ServiceNow platform and related applications.
  • Exposure to working in Agile, SAFe or DevOps environments
  • Awareness of ITILv3 Framework
  • Degree in relevant discipline or formal certification in business analysis practice
  • Experience of developing or administering a ServiceNow platform instance.
  • Experience of building or managing service catalogues and workflows.
  • Experience of working on automation use cases
  • Experience of working in a global organisation
  • Pharmaceutical business awareness//business domain knowledge
  • ITILv3 Foundation certification or above
  • An interest in new technology and learning how these may be applied to a real working environment


  • Business acumen
  • Excellent written and verbal communication skills
  • Challenge, negotiation and influence
  • Presentation, Communication & Facilitation
  • Customer Focus
  • Partner Management
  • Networking
  • Compliance
  • Planning
  • Requirements Management
  • Benefits Management and Realisation
  • User Centred Design (User Experience, User Interface Design and Business Process Design)

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised.

ServiceNow Business Analyst
Information Technology

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  • Information Technology, Macclesfield, England, United KingdomRemove