Sr. Employee Experience Technical Business Analyst
@ PlayStation Global

London, England, United Kingdom
£90,000
On Site
Full Time
Posted 24 days ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXXXX****** @playstation.com
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Job Details

About PlayStation

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. As a global leader in entertainment, PlayStation produces products such as PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, and acclaimed software titles. The brand, under Sony Interactive Entertainment, is committed to an inclusive and diverse workplace.

Role Overview

The Sr. Employee Experience Technical Business Analyst is responsible for leading the analysis, optimization, and continuous improvement of key employee-facing processes within the ServiceNow platform. This role serves as the product owner for Workplace Service Delivery and the business lead for agent design and orchestration across internal applications.

Key Responsibilities

  • Engage with cross-functional partners to gather and document requirements across ServiceNow modules.
  • Facilitate workshops and virtual interviews to map current and future state processes.
  • Translate business needs into detailed user stories, process documentation, and acceptance criteria in Agile frameworks.
  • Act as liaison between technical teams and stakeholders for timely, high-quality solution delivery.
  • Collaborate with ServiceNow developers and architects for platform validation and configuration support.
  • Support UAT efforts including test planning, execution, and resolution of issues.
  • Maintain comprehensive documentation such as SOPs, process flows, and release notes.
  • Identify workflow automation opportunities in line with ITIL principles and best practices.
  • Stay current on ServiceNow capabilities and trends to contribute to roadmap discussions.

Required Qualifications

  • 8–10 years of business analysis experience; 5+ years in ServiceNow roles.
  • Strong knowledge of ServiceNow WSD, HRSD, and Service Catalog.
  • Familiarity with HRSD workflows and employee self-service experiences.
  • Expertise in translating stakeholder needs into functional specs and agile artifacts.
  • Effective communication and facilitation skills in remote settings using Zoom, Confluence, JIRA, and Miro.
  • Understanding of ITIL frameworks and enterprise governance.
  • ServiceNow certifications (CSA, WSD, HRSD) preferred.
  • Experience with scripting concepts and low-code automation platforms is a plus.

Key skills/competency

ServiceNow, Business Analysis, Agile, ITIL, Process Improvement, Stakeholder Engagement, UAT, Automation, Documentation, Facilitation

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How to Get Hired at PlayStation Global

🎯 Tips for Getting Hired

  • Research PlayStation Global's culture: Understand their innovation and inclusion values.
  • Customize your resume: Emphasize your ServiceNow and agile experience.
  • Leverage networking: Connect via LinkedIn with current employees.
  • Prepare for technical interviews: Review ServiceNow modules and ITIL basics.
  • Showcase remote collaboration: Highlight communication using Zoom and JIRA.

📝 Interview Preparation Advice

Technical Preparation

Review ServiceNow WSD and HRSD modules.
Practice drafting agile user stories and acceptance criteria.
Study ITIL framework and governance models.
Familiarize with flow designer and automation scripting.

Behavioral Questions

Describe a time of process improvement.
Explain handling cross-functional conflicts.
Discuss remote teamwork experiences.
Share your workshop facilitation success story.

Frequently Asked Questions