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Role Title: ServiceNow Senior Business Analyst
Duration: contract to run until 30/06/2025
Rate: up to £511.29 p/d Umbrellainside IR35
Overall purpose of role: Business Analyst responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the ServiceNow ITOM platform.
Key Skills/requirements
* Understand the current as-is processes
* Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes
* Lead various ITSM customer working and focus groups to solicit requirements
* Direct interaction with customers as well as on and off-shore development teams
* Identify areas of process and tooling improvement
* Ensure gaps are clearly defined and assessed
* Functional specification of target state processes
* Work closely with the development teams throughout all phases
* Produce test strategies and actively participate in testing
* Coordinate user acceptance testing with key project stakeholders
* Collaborate with BAs in other ITSM streams
* Engage in customer and stakeholder sessions
* Take ownership throughout the project lifecycle
* Continuous improvement of processes and tools
* Familiar with Agile methods including Scrum
Stakeholder Management and Leadership
* Knowledge of leadership concepts and practices
* Develop basic presentations to influence others
* Encourage ideas and build on suggestions
* Inspire confidence and demonstrate initiative
* Understanding of management concepts and practices
* Identify and map stakeholders
* Support positive working behaviors
* Delegate tasks effectively
* Experience in team management and project planning
* Understand team objectives and issues for prioritization
* Identify risks/issues and maintain RAID
* Engage with relevant stakeholders and make decisions
Risk and Control
Ensure compliance with regulatory requirements, risk management frameworks, and internal policies.
Person Specification
Essential Skills/Qualifications:
* Deep understanding of ServiceNow's ITSM/ITOM capabilities and their implementation
* Experience with modules like Change, Incident, Problem, Knowledge, CMDB, Service Catalog
* Business and operational architecture design experience
* Knowledge of Service Management services and products
* Ability to lead briefings with senior stakeholders and define solutions
* Proficient with business analysis tools and templates
* Ability to manage trade-offs within time/cost/quality constraints
* Up-to-date with developments in the field
Additional Skills:
* Good general knowledge and detailed understanding outside day-to-day support
* Effective stakeholder engagement skills
* Technical understanding of ServiceNow platform modules
* Excellent communication skills
* Experience with functional requirements analysis and documentation
* Teamwork and customer focus orientation
All profiles will be reviewed against the required skills and experience. Due to the high number of applications, only successful applicants will be contacted. Thank you for your interest!
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