Content Management Analyst

Overview

Responsibilities

• Engage with business stakeholders to understand needs, pain points, and improvement opportunities for the Knowledge Management and EC Pro modules.
• Translate business requirements into clear, detailed user stories, including acceptance criteria.
• Conduct and coordinate User Acceptance Testing (UAT) for all development stories prior to deployment.
• Analyse feedback, issues, and enhancement requests received from users and convert them into actionable stories or bug tickets.
  

• Partner with the Scrum Master and development team to prioritise user stories for each sprint cycle.
• Support ongoing backlog refinement, ensuring stories are well-defined, estimated, and aligned with project goals.
• Monitor and manage the issues and requests queue, ensuring timely triage, resolution, and communication.
• Work closely with cross-functional teams to understand mutual impacts of upcoming changes on their processes and to assess how their initiatives affect our modules.
  

• Collaborate with Training and Communications specialists to support the creation of clear and timely communication materials regarding product changes, enhancements, and upcoming releases.
• Support change management activities by ensuring stakeholders understand the value, impact, and functionality of new features.
  

Qualifications

• Technical & Functional Skills
• 5-7 years of experience as a Business Analyst, preferably in a ServiceNow environment.
• Familiarity with ServiceNow Knowledge Management and Employee Center Pro (or related HR/ITSM modules).
• Strong understanding of Agile delivery methodologies, backlog management, and sprint planning.
• Ability to write high-quality user stories, acceptance criteria, and process documentation.
• Experience performing UAT, including test planning, execution, and defect management.
• Analytical & Professional Skills
• Excellent analytical and problem-solving abilities, with the capacity to break down complex issues into actionable tasks.
• Ability to translate business needs into technical concepts and vice versa.
• Strong communication and stakeholder management skills across technical and non-technical audiences.
• Highly organised, with the ability to manage multiple priorities and maintain attention to detail.
• Preferred Experience (Good to Have)
• Prior exposure to Knowledge-Centered Service (KCS) practices.
• Experience working with global or cross-functional teams.
• Basic understanding of ServiceNow administration or configuration.