Senior Principal - SN Automation Engineering Architect

Job Summary

The SERVICENOW Automation Engineering Product Analyst supports the delivery of secure, effective, and compliant digital solutions by translating business strategy, pain points, and regulatory needs into clear, testable requirements. Working with the Automation Engineering Architect, they help shape solution options that align to product strategy, architectural guardrails, and cost considerations. The Automation Engineering Product Analyst documents processes, designs technology-enabled use cases, and supports solution testing, adoption, and operational readiness. They contribute to continuous improvement and automation opportunities that enhance user experience, reduce effort, and enable measurable value for the Product. In addition, this role supports the iTSM Service Catalog and will work in partnership with SERVICENOW Automation Engineering Architect for conversational/automation of forms and MSP service catalog factory for basic forms.

Key Responsibilities

• Support the Automation Engineering Architect to realise the Product strategy by eliciting and managing detailed business requirements (e.g., features, user stories) and designing technology-enabled use cases.
• Document as-is and to-be system processes, identifying opportunities for system, process, and workflow improvement, supported by impact analysis and basic data insights.
• Document functional and non-functional requirements (e.g., security, performance, operability, accessibility), ensuring they are reflected in specifications and delivery plans.
• Document functional and technical specifications needed to deliver changes and support configuration or code delivery by providing clear design inputs; maintain configuration repositories and version updates where applicable.
• Support technical delivery teams by advising Developers and Test Analysts on expected system behaviour and acceptance criteria, informed by clear business and non-functional requirements.
• Perform functional and non-functional testing for delivered solutions and upgrades, ensuring the system fulfils requirements; support the creation of test cases and execution using test management tooling.
• Support configuration release management activities, adhering to release management policy, documenting version history, deployment notes, and release checklists.
• Develop user guides, configuration documentation, runbooks, and training materials; deliver training to key users or support teams to enable Product adoption and support readiness.
• Support the Automation Engineering Architect to identify and document additional security, data privacy, and compliance considerations (e.g., sensitive data handling), liaising with relevant SMEs to embed required controls.
• Support onboarding into GSK systems and adherence to Portfolio and platform control requirements (e.g., compliance artefacts, access controls, operability standards).
• Support the Automation Engineering Architect to identify and implement automation or workflow efficiency opportunities within the Product team, backed by basic usage metrics or adoption insights.
• Act as an escalation point for the Application Support team, advising on complex incidents and ensuring documentation and configuration records remain accurate for effective support and maintenance.

Professional Qualifications

• Bachelors or Masters degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience.
• Industry certifications highly desirable (e.g. SAP certification in related area, Agile methodologies).

Area of Specialisation

• Strong business knowledge in a relevant functional domain (e.g., IT, Finance, R&D), with the ability to analyse business challenges using structured frameworks, model end-to-end processes (e.g., BPMN), and support delivery through familiarity with Agile practices (e.g., SAFe, Scrum, Kanban).

Experience Required

• Overall 15 years and typically 2-4 years experience in a business analysis or product-focused role supporting technology delivery.
• Experience eliciting and managing detailed business requirements in operational or complex business environments; building process flows and facilitating stakeholder sessions.
• Demonstrated ability to analyse business problems and develop technology-enabled use cases using structured methods.
• Experience supporting functional testing activities, including executing test cases and managing defects through to resolution.
• Familiarity with software engineering concepts, security considerations, and technology solutioning is beneficial.
• Experience in Pharmaceuticals or other regulated industries is desirable to support compliance, data integrity, and controlled business processes.
• Strong communication and stakeholder engagement skills, with the ability to collaborate effectively across business and technical teams.

Skills/Background

• Strong attention to detail, ensuring requirements, specifications, and testing outcomes are accurately documented and traceable throughout delivery.
• Ability to translate complex business rules into clear system behaviour, configurations, and test scenarios.
• Proactive and curious mindset, able to investigate system issues, validate behaviour, and identify improvement opportunities.
• Effective communication skills, capable of explaining system constraints and technology implications in a way business stakeholders can understand.
• Comfortable working in a structured, process-driven environment, with an appreciation of compliance, data integrity, and controlled change management practices.
• Collaborative and team-oriented, supporting cross-functional work with Product Owners, Developers, Testers, and business users.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.