Description
The SERVICENOW Automation Engineering Product Analyst supports the delivery of secure, effective, and compliant digital solutions by translating business strategy, pain points, and regulatory needs into clear, testable requirements.
Working with the Automation Engineering Architect, they help shape solution options that align to product strategy, architectural guardrails, and cost considerations.
The Automation Engineering Product Analyst documents processes, designs technology-enabled use cases, and supports solution testing, adoption, and operational readiness.
They contribute to continuous improvement and automation opportunities that enhance user experience, reduce effort, and enable measurable value for the Product.
In addition, this role supports the iTSM Service Catalog and will work in partnership with SERVICENOW Automation Engineering Architect for conversational/automation of forms and MSP service catalog factory for basic forms.
Key Responsibilities
- Support the Automation Engineering Architect to realise the Product strategy by eliciting and managing detailed business requirements and designing technology-enabled use cases.
- Document as-is and to-be system processes, identifying opportunities for system, process, and workflow improvement.
- Document functional and non-functional requirements, ensuring they are reflected in specifications and delivery plans.
- Support technical delivery teams by advising Developers and Test Analysts on expected system behaviour and acceptance criteria.
- Perform functional and non-functional testing for delivered solutions and upgrades.
- Support configuration release management activities.
- Develop user guides, configuration documentation, runbooks, and training materials.
- Support the Automation Engineering Architect to identify and document additional security, data privacy, and compliance considerations.
Education & Professional Qualifications
- Bachelor's or Master's degree in a relevant field, or equivalent experience.
- Industry certifications highly desirable.
Area of Specialisation
- Strong business knowledge in a relevant functional domain, with the ability to analyse business challenges.
Experience Required
- Overall 10 years and typically 2–4 years’ experience in a business analysis or product-focused role supporting technology delivery.
- Experience eliciting and managing detailed business requirements in operational or complex business environments.
- Demonstrated ability to analyse business problems and develop technology-enabled use cases.
Skills/Background
- Strong attention to detail, ensuring requirements, specifications, and testing outcomes are accurately documented.
- Ability to translate complex business rules into clear system behaviour.
- Proactive and curious mindset.
- Effective communication skills.
- Comfortable working in a structured, process-driven environment.
Skills
Agile Methodology, Artificial Intelligence (AI), Business Requirements Analysis, Cross-Functional Teamwork, Data Analysis, Design Thinking, DevOps, Prioritization, Processing, Process Mapping, Product Development Research, Product Roadmapping, Project Management, Return on Investment (ROI), ServiceNow Platform, Software Development, Stakeholder Management, Strategy Deployment, User Experience (UX), User Interface (UI) Design