ServiceNow Business Analyst

I am partnering with a Technology client on an exciting opportunity for a ServiceNow Business Analyst. This role will be responsible for leading end-to-end business analysis across ServiceNow capabilities and the connected service ecosystem.

Key Responsibilities

• Lead discovery and requirements elicitation with senior stakeholders, SMEs, and operational teams.
• Own requirements lifecycle management: capture, analyse, prioritise, validate, baseline, and manage change.
• Translate business needs into delivery-ready epics, features, user stories, and clear acceptance criteria.
• Facilitate workshops, process walkthroughs, and decision-making forums; drive alignment and scope clarity.
• Act as a trusted advisor, challenging assumptions and ensuring solutions deliver measurable value.
• Analyse current-state processes and design target-state workflows, defining roles, controls, SLAs, and KPIs.
• Produce high-quality functional specifications for ServiceNow configuration (data model, forms, workflow logic, notifications, SLAs, roles/permissions).

Skills and Experience

• Demonstrable experience as a Business Analyst in complex enterprise environments.
• Demonstrable experience delivering requirements and process design for ServiceNow implementations (ITSM/CSM and related workflows).
• Strong experience defining requirements for multi-system integrations, including data mapping and operational non-functionals.
• Practical working knowledge of Salesforce Service Cloud (case management and service intake patterns).
• Experience working in Agile delivery models and tools, including Azure DevOps (Boards/work items).
• Advanced documentation and modelling skills (process maps, use cases, user stories, data flows, decision logs).
• Strong facilitation, negotiation, and stakeholder management skills; comfortable operating with senior business and technical leaders.
• Strong analytical mindset with attention to detail; able to structure ambiguity into clear, testable requirements.

If this matches yourskillsetthen send your CV for our careful consideration!