Systems Analyst - ServiceNow

Details

Reference number

435842

Salary

£42,450 - £46,636

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Senior Executive Officer

GPA SEO National

Contract type

Permanent

Business area

GPA - Chief Operating Office

Type of role

Digital Information Technology

Working pattern

Full-time

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Birmingham, Bristol, Leeds, Manchester, Swindon

About the job

Job summary

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Job description

Are you passionate about transforming how thousands of internal and external users access vital services through cutting-edge technology? Imagine spearheading the rollout of ServiceNow modules like HRSD, CSM, ITSM, CMDB, ITOM, BCM, GRC, SPM and GenAI-powered chatbots. As our new Systems Analyst, you will design sleek solutions, craft detailed architectures, and seamlessly integrate with Salesforce, Planon IWMS, and Microsoft ecosystems. Your work will deliver a world-class customer service portal and mobile experience.

If you thrive on solving complex problems and making a tangible impact on public-sector operations, read on!

You will join a dynamic Corporate Systems Team charged with delivering best-in-class enterprise services to support our internal users, customers, suppliers and partners. We are modernising our service delivery by leveraging the full breadth of the ServiceNow platform to underpin a secure, resilient, and citizen‑focused operating model. This role will be instrumental in deploying, configuring, integrating, and supporting multiple ServiceNow modules, including cutting‑edge Generative AI & Agentic AI capabilities and a mobile‑first, self‑service portal for our building users and customers.

As a Systems Analyst specialising in ServiceNow, you will lead the design, configuration, and implementation of the following modules:

• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Common Service Data Model (CSDM)
• IT Operations Management (ITOM)
• Business Continuity Management (BCM)
• Governance, Risk & Compliance (GRC)
• Software Asset Management (SAM)
• Strategic Portfolio Management (SPM)
• ServiceNow Mobile App
• ServiceNow AI (Gen AI & Agentic AI)
• ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems

Finally, you will act as the subject‑matter expert and first line of support, ensuring that end users can rely on frictionless, secure access to a single pane of glass for all their service needs.

Key responsibilities:

Systems Design & Development

• Lead and contribute to the high-level design (HLD) and solution/component diagrams for ServiceNow modules (HRSD, ITSM, CSM, ITOM, BCM, GRC, SAM, SPM).
• Carry out detailed systems analysis, translating user needs into technical requirements and platform configurations.
• Configure ServiceNow applications in line with government Secure by Design and NCSC CAF principles.
• Develop user stories and acceptance criteria in line with Agile delivery methodologies (Scrum/Kanban).
• Support continuous integration/continuous delivery (CI/CD) using ServiceNow Update Sets, Git, and other DevOps practices.

Integration & Data Mapping

• Define and implement integrations between ServiceNow and enterprise platforms (Planon, Salesforce, Microsoft 365/Azure).
• Develop and maintain data mapping, transformation, and synchronisation for cross-system workflows.
• Apply API, middleware, and ServiceNow Integration Hub skills to enable secure, scalable integrations.
• Document and maintain interface specifications and data flow diagrams for compliance and support purposes.

Testing & Quality Assurance

• Develop and maintain test cases, test scripts, and test plans for unit, system, and integration testing.
• Coordinate and conduct user acceptance testing (UAT) with departmental stakeholders.
• Apply automated testing approaches where possible, ensuring consistency and efficiency.
• Document and track defects, ensuring timely resolution and regression testing.

Implementation & Transition

• Plan and execute deployment of new ServiceNow functionality and modules into production.
• Produce and maintain release notes, runbooks, and transition guides.
• Support cut-over activities and data migrations during module implementation.
• Ensure alignment with Change Advisory Board (CAB) processes and ITIL v4 practices.

Documentation & Artefact Production

• User Stories & Acceptance Criteria: Break down high‑level requirements into user stories for Agile sprints. Clearly define “Definition of Done” and acceptance criteria for each story, ensuring a testable scope.
• Test Cases & Testing Plans: Author manual and automated test cases covering functional, integration, performance, and security testing. Coordinate and execute unit testing, integration testing, system testing, and user acceptance testing (UAT) alongside key stakeholders.
• Technical & User Documentation: Produce comprehensive technical documentation, including configuration guides, runbooks, and troubleshooting instructions. Provide user‑friendly guidance such as Quick Reference Guides (QRGs) and in‑platform knowledge articles for building users, HR staff, and service desk agents.

Support & Continuous Improvement

• 1st Line Support & Incident Management: Serve as the primary point of contact for ServiceNow incidents and service requests. Triage, troubleshoot, and resolve user issues related to functionality, performance, or data. Escalate complex problems to the ServiceNow development team or third‑party vendor as required.
• Problem Management & Root Cause Analysis: When recurring incidents or systemic issues arise, conduct in‑depth analysis to identify root causes. Draft Problem Records, propose permanent fixes, and implement corrective actions to minimise recurrence.
• Governance & Service Optimisation: Enforce ServiceNow governance policies, ensuring new customisations align with platform standards and do not introduce technical debt. Continuously review usage analytics, SLA performance, and user feedback to optimise workflows, forms, and platform configurations.
• Quality Assurance & Change Management: Participate in Change Advisory Board (CAB) meetings, prepare Change Requests (RFCs) for ServiceNow enhancements, and ensure changes follow the departmental Change Management lifecycle. Provide post‑implementation reviews to evaluate success and gather lessons learned.

Continuous Improvement & Optimisation

• Analyse platform usage and service performance metrics to identify improvement opportunities.
• Contribute to backlog refinement and prioritisation for future sprints.
• Embed Generative AI features and ServiceNow Mobile App capabilities to enhance user experience.
• Maintain alignment with the government functional standards for Digital, Project and Security, and ensure services meet Digital Service Standard.

Documentation & Artefacts

• Produce all key artefacts, including:
• High-level designs & solution designs
• System/component diagrams
• User stories & test cases
• Runbooks, support playbooks, troubleshooting guides
• Maintain version control of artefacts in a structured repository (e.g., Confluence, SharePoint, Git).

Person specification

Essential criteria:

ServiceNow Expertise:

• Proven hands‑on experience designing, configuring, and supporting multiple ServiceNow modules (ITSM, ITOM, HRSD, CSM, GRC, BCM, SAM, SPM).
• Experience creating role‑based access controls (RBAC), Business Rules, Script Includes, Flows, UI Actions, UI Policies, and custom tables.
• Strong working knowledge of ServiceNow Mobile Application configuration
• ServiceNow certifications such as CIS‑ITSM, CIS‑CSM, CIS‑HR, CIS‑GRC, or similar demonstrable credentials.

Enterprise Integration Skills:

• Proven experience integrating ServiceNow with enterprise systems (Planon IWMS, Salesforce CRM, Microsoft 365/Azure) using REST, SOAP, MID Servers, or third‑party middleware.

Technical & Analytical Proficiency:

• Excellent analytical skills to perform detailed systems analysis, process mapping, and gap analysis.
• Strong documentation skills: ability to produce high‑level architecture diagrams, solution designs, component diagrams, user stories, and formal test scripts.
• Familiarity with Agile/Scrum methodology, JIRA/ServiceNow Agile Development 2.0, and DevOps practices.

Support & Troubleshooting:

• Demonstrated ability to provide 1st line support, including incident triage, root cause analysis, and problem solving across multiple modules and integrations.
• Comfortable working in a fast‑paced environment, prioritising tasks, and responding to high‑volume service desk tickets.

Communication & Stakeholder Management:

• Exceptional verbal/written communication skills. Experience facilitating workshops and liaising with cross‑functional teams (HR, IT Operations, Facilities, Cyber Security, Business Continuity).
• Ability to translate complex technical concepts into clear, non‑technical language for end users and senior stakeholders.

Digital, Security & Compliance:

• Knowledge of Service Standard, Service Manual, Service Assessment, UK Government security standards (e.g., Cyber Assessment Framework (CAF), Secure by Design, ISO 27001), Accessibility Standards (WCAG 2.2)
• Understanding of data protection regulations (GDPR) and best practices for handling personal and sensitive data within ServiceNow.

Desirable criteria:

• Experience working within a UK Government or public sector environment, including familiarity with GDS Service Standard and Digital Service Manual guidelines.
• Prior exposure to Facilities Management tools (Planon, Archibus, Maximo) or comparable CAFM/FM systems.
• Hands-on knowledge of Generative AI frameworks within ServiceNow (e.g., Transformer models, NLP pipelines) or previous projects involving AI chatbots/virtual agents.
• Understanding of Microsoft Power Platform (Power Automate, Power BI) for reporting and data analytics.
• Project Management certification (PRINCE2, AgilePM, or PMP) or experience leading medium‑scale implementations.
• Experience in Business Continuity planning (BCM) and Risk & Compliance (GRC) within enterprise IT environments.

Qualifications

Bachelor’s degree (or equivalent) in Computer Science, Information Systems, Engineering, or a related discipline. ServiceNow certifications are strongly preferred. If not already achieved, willingness to attain them within the first 6 months. Professional IT certifications (ITIL 4 Foundation, PRINCE2 Practitioner, AgilePM) are advantageous.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Seeing the Big Picture
• Communicating and Influencing
• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• Customer Perspective
• Commercial Acumen
• Property Market Knowledge
• Innovation

Benefits

Alongside your salary of £42,450, Government Property Agency contributes £12,297 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Generous annual leave

Things you need to know

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths, Experience and Technical skills.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme (RIS) to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Please note - At this time GPA are unable to offer any Visa Sponsorship to candidates as we do not currently hold a visa sponsorship licence. Please do not apply for permanent roles with GPA if you will require your employer to take on the sponsorship of your current or any future visas.

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Sift

The sift is due to take place week commencing 17th November 2025.

As part of the application process, you will be asked to include a CV.

Interview

GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact recruitment@gpa.gov.uk to discuss prior to submitting your application.

At interview, applicants will be scored against 4 behaviours - Seeing the Big Picture, Working Together, Communicating and Influencing and Delivering at Pace.

Interview questions will be a blend of Behaviour, Experience, Technical and Strength questions.

Interview dates to be confirmed.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via gparecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

New entrants are expected to join on the minimum of the pay band.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Tanveer Hirani
• Email : ddatsupport@gpa.gov.uk

Recruitment team

• Email : gparecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact HR@gpa.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here to visit Civil Service Commission