Sr. Employee Experience Technical Business Analyst

United Kingdom, London

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Sr. Employee Experience Technical Business Analyst Location: London, UK or Remote (UK-based)

Role Overview
We’re seeking a highly experienced Sr. Employee Experience Business Analyst to lead the analysis, optimization, and continuous improvement of key employee-facing processes built on the ServiceNow platform. This role will have two primary responsibilities: 1) Product owner for Workplace Service Delivery and 2) Business lead for Agent design and orchestration across internal applications and throughout the employee experience.

You’ll partner with stakeholders across People and Places, People Tech and IT organizations to define requirements, improve workflows, and align solutions with our strategic goals. This is a highly collaborative, remote-friendly role that values initiative, clarity, and follow-through.

Key Responsibilities

Engage cross-functional business partners to gather and document requirements across ServiceNow modules (WSD and HRSD).

Facilitate workshops and virtual interviews to map current-state processes and co-design future-state improvements.

Translate business needs into detailed user stories, process documentation, and acceptance criteria within Agile frameworks.

Serve as a liaison between technical teams and business stakeholders to ensure timely, high-quality solution delivery.

Collaborate with ServiceNow developers and architects to validate feasibility and support platform configuration.

Support UAT efforts, test planning, execution, and issue resolution.

Maintain documentation including SOPs, process flows, and release notes.

Identify opportunities for workflow automation and efficiency gains aligned with ITIL principles and platform best practices.

Stay up-to-date on ServiceNow capabilities and trends; contribute to roadmap and continuous improvement discussions.

Required Qualifications

8–10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.

Strong functional knowledge of ServiceNow WSD (Incident, Change, Problem, Request), HRSD, and Service Catalog.

Familiarity with HRSD workflows and employee self-service experiences.

Expertise in translating stakeholder needs into functional specs and agile artifacts (user stories, acceptance criteria).

Comfortable working in distributed, remote environments using tools like Zoom, Confluence, JIRA, and Miro.

Strong stakeholder engagement, facilitation, and written communication skills.

Understanding of ITIL frameworks and enterprise governance models.

ServiceNow certifications (CSA, WSD, HRSD) strongly preferred.

Experience with scripting concepts, Flow Designer, or similar low-code automation platforms is a plus.

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Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

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