Job Title ServiceNow Business Analyst Location Asda House Employment Type Full time Contract Type Permanent Hours Per Week 37.5 Salary Competitive salary plus benefits Category Business and Systems Analysis Closing Date 31 October 2025 We are looking for a highly motivated and collaborative ServiceNow Business Analyst with proven experience across ITSM, HR, and CSM modules. This role is part of a dynamic team responsible for delivering a range of enhancements, integrations, and change initiatives. As a Business Analyst, you will work closely with stakeholders to understand their business goals and translate them into clear, actionable requirements, process documentation, and user stories. You will collaborate with Product Owners, Delivery Managers, and Developers to ensure that solutions are developed, tested, and deployed in alignment with business needs. The ideal candidate will bring a strong understanding of both Agile and Waterfall methodologies, with a hands-on approach to delivery and stakeholder engagement. You’ll play a key role in supporting the successful execution of ServiceNow projects and business-as-usual (BAU) activities throughout the full project lifecycle. Responsibilities Lead the business analysis activities throughout the programme/project lifecycle and all BAU activities. Support the standardisation of business analysis ways of working, documentation and key performance indicators. Work closely with the business engagement and delivery colleagues, as well as key stakeholders. Support a culture of continuous learning and improvement. Business analysis and delivery; Support projects from ideation and discovery phases through to high-level scoping, development and testing. Lead and facilitate the gathering of business requirements incorporating integration and data elements, Use different analysis and modelling techniques to map as-is and to-be processes, identifying the user and business requirements. Following industry best practices and leveraging the ServiceNow Platform’s workflow digitisation capabilities. Ensure that all project documentation is updated, shared and filed centrally for all project and BAU activities. Design functional solutions which solve business problems and improve the overall employee and customer experience. Showcase ServiceNow products and services to the business and technology stakeholders. Document functional specifications and user story acceptance criteria as per business requirements. Monitor project development as a functional SME, ensuring requirements are delivered to specification and in accordance with project requirements and constraints. Support quality assurance and user acceptance testing. Acting as a ServiceNow SME and functional expert. Work closely with Product Owners, QA testers, Developers and Delivery Managers. About You Knowledge Deep knowledge of ServiceNow implementations, business analysis and/or solution consultancy. Comprehensive understanding of the ServiceNow Platform capabilities and solution offerings. Customer-centric frameworks and approaches e.g., Agile, Design Thinking. Communicating and Influencing Has the ability to build and maintain an extensive network of peers and contacts (ServiceNow team, Service Ops, Business stakeholders). When necessary, has the confidence to challenge, helping to solve difficult situations whilst maintaining solid internal and external connections. Influencing and Negotiating Across all levels in the business and with third party suppliers. At the highest levels across the business and with third party suppliers Freedom to Think and Act This role requires a degree of autonomous thinking as the successful candidate will be responsible for setting and delivering strategy using their experience. Desirable skills/qualifications You should have at least 5 years’ ServiceNow Business Analysis or Solution/Technical Consultancy experience. Exposure to large and complex environments. Stakeholder management and effective communication with technical and non-technical teams. Desirable Certifications: BCS Foundation Certificate in Business Analysis, Agile Methodologies (Certified Scrum Master), ITIL, ServiceNow Certifications (CSA – ServiceNow Administrator, CIS - ServiceNow Implementation ITSM/HRSD/CSM/ITOM). Everything you'll love To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots. You will also get an excellent benefits package including: Discretionary company bonus Company pension up to 7% matched Company Car allowance of £5,700 15% colleague discount in store and online Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas. Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments. We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves