ServiceNow Business Analyst (Lead) - ITSM, CSM, HRSD - Freshfields Law firm LLP
(2024-02)
Lead Business Analyst for ServiceNow HR Service Delivery (HRSD), partnering with HR Shared Services, Employee Relations, Payroll, and IT to enhance employee-facing HR services. Systems and Projects: 3E, Intapp time, CMS, DMS, PMS, MMS, Nexthink, Narrative Assistance, Chrome River, E-billing, Basware, iManage.
- Elicited and documented business requirements for HR Case Management, HR Service Catalog, Knowledge Management, and Employee Service Portal enhancements.
- Mapped As-Is and To-Be HR processes across the employee lifecycle including onboarding, offboarding, contractual changes, and policy enquiries.
- Worked with HR stakeholders to standardise and automate HR processes, reducing manual email-based requests and improving SLA performance and auditability.
- Defined role-based access, case visibility, and data security requirements in line with GDPR and firm-wide data protection policies.
- Collaborated with ServiceNow architects and developers to ensure HRSD configurations aligned with platform best practices and enterprise standards.
- Supported UAT and release management for HRSD enhancements, coordinating test execution, defect resolution, and business sign-off.
- Developed HR operational reporting and dashboards to track case volumes, turnaround times, and service performance.
- Acted as a trusted advisor to senior HR stakeholders, challenging requirements to ensure solutions were scalable, compliant, and value-driven.
- Supported change management, communications, and adoption activities to drive successful uptake of HRSD capabilities across the firm.
Business Analyst / Scrum Master (Team Lead) - Leger Shearings group
(2022-08 - 2024-02)
Project Lead: Implementation of Salesforce CRM. Project: New Website build for customer holiday booking (.Net, Java Script, blazor tech). Project: Implementation of data selection tool.
- Facilitated and ran backlog refinement and story point estimation.
- Coached team members and heads of departments on Agile/scrum Framework.
- Ensured all business requirements are captured and documented.
- Carried out cost and benefit analysis on two solutions options and the strength and weakness of the two options.
- Delivered projects reports to board of Directors on a weekly and bi weekly basis.
- Ran Sprint and release planning workshops to estimate user stories against team speed.
- Mapped the current IT processes for the Service Request Management, Knowledge Management, Incident management, IT Asset Management, Change Management.
- Translated UX specifications into requirements and writing user stories with full acceptance criteria within an Agile framework.
- Supported business end users with UAT process.
- Driving Team building, created BA resource templates.
- Prioritizing the product backlog items for sprint refinement and sprint planning.
- Facilitated daily sprint stand up meetings.
- Facilitating product showcases at the end of a sprint for stakeholders.
- Engaged in business stakeholder roadmap discussions & backlog prioritisation to ensure the project deliverables are aligned against the stakeholders' vision & strategy.
- Created user stories, epics, and functional specification documents.
- Collaborated with Contact Centre Manager and Sales Manager in gathering requirements and metrics of CSAT and NPS surveys.
- Created acceptance criteria for user stories.
- Mapped out key business processes across various departments to highlight areas of inefficiencies that can be improved.
Business Analyst (ITSM, HRSD, Finance) - A Piper LLP
(2020-01 - 2022-07)
Project Lead: Digital Transformation via Implementation of ServiceNow across HR, Finance, ITSM, Marketing (Agile). Project: Salesforce Implementation. Project: Unified Endpoint Management tools into One tool (Intune). Project: IAM, PAM, Cyber Security CE Plus.
- Played a key role in the implementation of ServiceNow HR Service Delivery (HRSD) as part of a wider digital transformation across HR, Finance, and IT.
- Led workshops with HR teams to gather and document requirements for HR Case Management, employee requests, knowledge articles, and HR service catalogue items.
- Analysed and documented current-state HR processes and designed future-state workflows to improve efficiency and consistency of HR service delivery.
- Supported the design of HR service forms, workflows, and fulfilment processes, ensuring alignment with HR policies and operational needs.
- Worked closely with HR stakeholders to reduce manual processes and improve visibility of HR request status and ownership.
- Assisted in defining data protection, access controls, and audit requirements to support GDPR and internal compliance standards.
- Supported UAT planning and execution for HRSD, including test scenario creation, defect logging, and user sign-off.
- Collaborated with developers and PMO to ensure HRSD requirements were clearly understood and delivered to scope.
Senior IT Business Systems Analyst - Irwin Mitchell LLP
(2018-10 - 2019-12)
Projects: Implementation of Email archiving solution - Enterprise Vault, iManage Upgrade, SharePoint Upgrade, Implementation of Citrix Netscaler - Load balancer, Worked on server/systems decommissioning process, Exchange 2016 & Active Directory upgrade (Cloud migration-Azure).
- Collaborated with IT and vendor teams to ensure successful migration planning and system configuration.
- Led requirements gathering workshops and stakeholder interviews to capture business, functional, and non-functional requirements for the SharePoint upgrade initiative.
- Conducted comprehensive analysis of existing SharePoint sites, document libraries, lists, workflows, permissions, and content to support migration planning and solution design.
- Produced detailed As-Is and To-Be process map using BPMNs, performed gap analysis, and identified opportunities to improve collaboration, document management, and workflow automation.
- Collaborated with business users, project managers, developers, and infrastructure teams to ensure business requirements were met.
