Business Analyst - Service Now (SC Cleared)

Please note - you must hold active UK Government Security Clearance (SC) when applying for this position

Role Overview

Join HMRC as a Business Analyst and play a pivotal role in supporting our digital transformation helping to shape, and validate the business needs. You will ensure that requirements are clear, agreed, and aligned across complex stakeholder groups, supporting the programme to deliver a coherent, scalable and customercentred digital solution.

This role combines technical awareness with stakeholder management, requiring strong analytical thinking and excellent communication skills to translate complex technical concepts for varied audiences across the organisation.

Essential Criteria

• IT Service Management and/or ServiceNow workflow knowledge
• Analytical Thinking & Problem Solving
• Strong process mapping capability (as-IS and to-BE)
• Ability to translate process flows into requirements
• Ability to break down complex problems and processes.
• Strong critical thinking, analytical, and problemsolving skills, able to synthesise diverse viewpoints and untangle complexity within policy, process, and technology landscapes. Experience working in multidisciplinary digital delivery teams across discovery and design phases.
• Ability to produce clear documentation and communicate findings effectively across technical and nontechnical audiences. Comfortable working with ambiguity and shaping earlystage design options.

Key Responsibilities -

• Define and capture requirements
• Gather, analyse, document and validate business, user, functional and nonfunctional requirements; manage these throughout the discovery lifecycle using HMRC standards.
• Clarify problems and shape solutions
• Work with architects, product teams and operational experts to clearly articulate problem statements and support early design direction across DPP workstreams (Digital Format Design, Mailbox, Digital OptOut, Infrastructure & API modernisation, SEES).

Stakeholder engagement

• Engage proactively with programme stakeholdersincluding CDIO teams, Customer Strategy & Tax Design, SEES, Digital Contact, Legal and Policyto ensure requirements reflect organisational, customer, and legislative needs.

Support discovery activities

• Contribute to journey mapping, process understanding, data exploration, and the assessment of user and operational needs across the programme’s digital communication and mailbox journeys.

Align with DPP objectives

• Ensure business requirements directly enable the programme’s goals, including reducing print and postage costs, building a digitalfirst communications capability, and improving customer experience.

Requirements Gathering

• Experience in eliciting, documenting, and managing business and technical requirements.
• Skilled in interviewing stakeholders, running workshops, and using techniques like user stories, use cases, and process mapping.

Communication Skills

• Excellent verbal and written communication.
• Ability to translate technical information for non-technical audiences and vice versa.
• Strong presentation and facilitation skills.

Stakeholder Management

• Experience working with stakeholders at all levels (business, technical, executive).
• Ability to build relationships, manage expectations, and resolve conflicts.

Documentation & Modelling

• Proficiency in creating clear and concise documentation (BRDs, FRDs, process flows, etc.).
• Familiarity with modelling tools (e.g., Visio, Lucidchart, BPMN).

Technical Awareness

• Understanding of IT systems, databases, and software development life cycles (SDLC, Agile, Waterfall).
• Ability to work closely with developers, testers, and architects.

Our Values

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact your designated recruiter to request accommodation.