ServiceNow Business Analyst

Shoreham-By-Sea, England, United Kingdom

4/9/2025

Job Title             Order Management Application Specialist (ServiceNow)

Salary                 £35,000 - £45,000

Location             Hybrid{​{:}} 3 days a week in any of our UK offices / 2 days WFH

See all of our office locations at{​{:}} https{​{:}}//focusgroup.co.uk/contact-

us/Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the

UK.With the continued growth of Focus Group and the increasing complexity of Order to Cash (O2C) processes, ensuring a well-structured and efficient Order Management System is essential. The Order Management (OM) Application Lead will play a key role in managing and optimising ServiceNow Order Management, ensuring it meets business needs while supporting both programme and BAU activiti

es.This role will be responsible for administering, configuring, and maintaining the ServiceNow Order Management solution, supporting business users, resolving system issues, and collaborating with stakeholders to enhance workflows. The OM Application Lead will work closely with BAs, developers, and functional teams to ensure seamless order processing and fulfilment while improving system efficien

cy.This position is ideal for someone with experience in ServiceNow or similar platforms, a deep understanding of order workflows, and a problem-solving mindset to continuously improve order management process

es.Principal Responsibilities/Dut

iesServiceNow Order Management Administration & Configurat

i
• on Administer, configure, and manage ServiceNow Order Management system, ensuring smooth operation and alignment with business requireme
n
• ts Design and optimise workflows, ensuring Order-to-Cash (O2C) processes are efficient and scala
b
• le Support UAT (User Acceptance Testing) and system updates, ensuring configurations are properly tested before deploym
e
• nt Support release managem
e
• nt Maintain data accuracy within ServiceNow, ensuring clean order records and preventing discrepanc
i
• es Identify system enhancements and improvement areas, collaborating with BAs and development teams to implement chan
g

es Process & Workflow Optimisat

i
• on Ensure seamless order fulfilment processes, collaborating with business users to resolve inefficienc
i
• es Monitor system performance, identifying and resolving bottlenecks in the order lifecy
c
• le Align OMS workflows with broader Lead-to-Cash (L2C) and O2C processes, ensuring cross-functional compatibil
i
• ty Improve data quality and reporting, enabling accurate order tracking and analyt
i

cs Acquisition Onboard

i
• ng Work closely with the M&A (Mergers & Acquisitions) team and the Regional and Group SLT (Senior Leadership Team) in the planning of integration into Order Managem
e
• nt Help implement organisational alignment via ServiceNow's Order Managem
e
• nt Implement a standardised training appro
a
• ch Document, track and review alignment progress across Gr
o

up Stakeholder Collaboration & User Supp

o
• rt Work closely with Business Analysts (BAs), Operations, and IT teams to understand order processing ne
e
• ds Translate technical configurations into business-friendly language, ensuring stakeholders understand system capabilit
i
• es Provide training and support to end users, ensuring adoption of new workflows and system enhanceme
n
• ts Troubleshoot system issues and manage escalations, ensuring timely resolution of order-related probl
e

ms Strategic Input & Continuous Improvem

e
• nt Act as a subject matter expert (SME) for ServiceNow Order Management, supporting ongoing enhancements and scalability plann
i
• ng Identify and implement automation opportunities, reducing manual effort in order fulfilm
e
• nt Ensure alignment with industry best practices, continuously improving the efficiency and usability of the
O
• MS Contribute to long-term OMS strategy, ensuring ServiceNow evolves to support future business ne
e

ds Requireme

n
• ts Expertise in ServiceNow Order Management or similar platforms (e.g., Salesforce OMS, Microsoft Dynami
c
• s) Experience with administrator level tasks, including configuration, UAT, and system enhanceme
n
• ts Strong understanding of the Order-to-Cash (O2C) cycle, ideally within an MSP or industry with complex order processing ne
e
• ds Experience in workflow, process, and fulfilment design, ensuring smooth order lifecycle managem
e
• nt Data analysis and reporting skills, ensuring accurate tracking of order metrics and system performa
n
• ce Problem-solving mindset, capable of identifying and addressing root causes of system/process inefficienc
i
• es Strong communication skills, able to explain technical concepts to non-technical stakehold
e
• rs Collaborative approach, working effectively with BAs, functional stakeholders, and IT te
a
• ms Enjoys digging into data and workflows to find inefficiencies, thinks outside of the box to find resolut
i
• on Proven experience in Order Management Systems or related roles (e.g., BA, System Administrator, OMS Speciali
s
• t) Track record of implementing or managing platforms, working closely with development te
a
• ms Experience in industries with complex order processing needs, such as telecoms, managed services, or S
a
• aS Thorough in managing the O2C cycle, ensuring data accuracy and process consiste
n
• cy Focused on improving the customer experience through efficient order process
i
• ng Ensures that users have a seamless workflow, making order management intuitive and effici
e

nt Benef

itsAt Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our busine

ss.We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and E

SG.I

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