Technical Analyst - ServiceNow

Technical Analyst – ServiceNow 

Location: Dartford 

Employer: Laing O'Rourke 

About the IT function 
 
The IT function has renewed its strategy in response to Laing O'Rourke's ambition to transform the construction and engineering industry – making it more sustainable, more productive, and fit for the future. 
Our focus is on applying technology in ways that genuinely matter: shaping how complex programmes are delivered, how decisions are made, and how digital capability improves outcomes for people, communities and the environment. 
We are building a modern, resilient IT environment where data underpins decisions, automation and AI enhance processes, and technology enables progress at scale. People joining us now will help create what comes next, not simply maintain what exists. 

The role 

We are looking for a Technical Analyst to play a key role in shaping how the ServiceNow platform supports business processes, service delivery and operational efficiency. This role sits at the intersection of business and technology, translating business needs into structured, scalable solutions. You will also support continuous improvement and governance, helping the platform evolve in a consistent and controlled way while contributing to business-critical projects and module development. 

What will you be doing? 

• Capture and define requirements using user stories, prioritisation and process mapping 

• Translate business needs into clear, actionable requirements for delivery teams 

• Support end-to-end delivery from discovery through to deployment 

• Collaborate with developers and platform teams to ensure effective implementation 

• Identify opportunities to improve processes and simplify workflows 

• Support governance by promoting standardisation and reducing unnecessary customisation 

• Contribute to continuous improvement and strengthening platform maturity 

Who will you work with? 

You will work closely with business stakeholders, ServiceNow platform teams, delivery partners and wider IT colleagues, acting as a key link between business needs and technical delivery. 

Key measures of success

• Clearly defined and well understood requirements that enable efficient and effective platform delivery.
• Strong stakeholder relationships, reflected in trust, engagement, and positive feedback.
• Improved process consistency and operational flow across services supported by the platform.
• Increased adoption of standard platform capabilities, reducing unnecessary customisation and complexity.
• Effective collaboration with development and delivery teams, resulting in predictable and high-quality outcomes.
• Demonstrated ownership and accountability across the full delivery lifecycle, from discovery through to deployment.
• Tangible contributions to platform maturity, governance, and continuous improvement.

Why this role? 

This is an opportunity to work on business-critical initiatives that shape how services are delivered across the organisation. You will contribute to meaningful platform and module development, while also influencing governance, standards and continuous improvement as the platform evolves. 

About you 

• Experience in a Technical Analyst, Business Analyst or similar role (ServiceNow preferred) 

• Business analysis skills including requirements capture, user stories, prioritisation and process mapping 

• Ability to simplify complex requirements into clear, structured outputs 

• Experience working with delivery teams to implement solutions 

• A proactive approach to improving processes, governance and ways of working 

• Excellent communication and stakeholder engagement skills 

Non-essential skills:

• Experience working within ServiceNow, including exposure to modules such as ITSM, ITOM, or related capabilities.
• Experience in complex or multi business unit organisations.
• Familiarity with platform governance, process design, or platform optimisation initiatives.
• Experience supporting platform transformation, modernisation, or consolidation programmes.
• Relevant certifications such as ITIL, CBAP, or ServiceNow certifications.

Don't meet every requirement? 

We know people bring different experiences. If this role feels like the right next step, we would still encourage you to apply. 

About Us

Laing O'Rourke are an international engineering and construction company delivering state-of-the-art infrastructure and buildings projects for clients in the UK, Middle East and Australia.

Certainty, reliability, quality – this is what our clients want. And at Laing O'Rourke, we have more than 150 years of experience delivering it. Laing O'Rourke's story is one of energy, passion, ambition, people and teamwork. We harness the power of our experience, stretching back over a century and a half to deliver certainty for our clients.

As part of the Disability Confident scheme, we would like to enable access to candidates with long term conditions and disabilities through the ‘Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know if you would like to opt in to this scheme and let us know if you require any adjustments for the interview process.

We want to ensure our recruitment process is accessible to all. If you need the application form in an alternative format or you would like to know more about our recruitment process, please email resourcingteam@laingorourke.com

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