At a Glance
- Tasks: Lead analysis and optimisation of employee processes on the ServiceNow platform.
- Company: Join PlayStation, a global leader in entertainment and innovation.
- Benefits: Remote work options, competitive salary, and a diverse, inclusive culture.
- Other info: Opportunity for growth in a dynamic, remote-friendly workplace.
- Why this job: Make a real impact on employee experiences in a collaborative environment.
- Qualifications: 8-10 years of business analysis experience, especially with ServiceNow.
The predicted salary is between 36000 - 60000 £ per year.
Why PlayStation?
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.
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.
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.
Sr. Employee Experience Technical Business Analyst in City of London employer: PlayStation
At PlayStation, we pride ourselves on being not only a leader in entertainment but also an exceptional employer. Our London-based team enjoys a collaborative and inclusive work culture that fosters innovation and personal growth, with opportunities to engage in meaningful projects that enhance the employee experience. With a commitment to diversity and a remote-friendly environment, we empower our employees to thrive while contributing to the success of iconic products like PlayStation5 and PlayStationVR.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Employee Experience Technical Business Analyst in City of London
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We think you need these skills to ace Sr. Employee Experience Technical Business Analyst in City of London
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
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Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of PlayStation. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at PlayStation
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Since this is a full-time leadership role, spending time thinking about your vision for PlayStation could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
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