Business Analyst

Infotel-Uk; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

Infotel is seeking a ServiceNow Business Analyst in the UK to bridge business stakeholders and technical teams. You will analyse processes, refine requirements, and translate them into ServiceNow user stories and configurations across ITSM, CSM, and HRSD.

You will drive workflow optimisation while aligning with platform best practices, participating in gap analyses and creating end-user reports and training materials.

Qualifications

• Bachelor’s degree in a relevant field and solid ITSM knowledge.
• Experience delivering ServiceNow projects with ITIL/ITSM processes.
• Proven ability to translate business needs into functional specs and user stories.

Responsibilities

• Facilitate discovery sessions, workshops and stakeholder interviews to map current and desired workflows.
• Translate business goals into functional specs, user stories, acceptance criteria and process diagrams.
• Prioritise and maintain the ServiceNow sprint backlog in collaboration with Product Owners and Developers.

Skills

Analytical skills

Communication skills

Facilitation

Stakeholder management

Education

Bachelor's degree in Information Systems

Bachelor's degree in Business Administration

Bachelor's degree in Computer Science

Tools

Jira

Confluence

Visio/Lucidchart

ServiceNow Agile Engine

Job description

Prestwick for the first three months

We are seeking a ServiceNow Business Analyst to bridge the gap between business stakeholders and technical delivery teams. In this role, you will analyse business processes, gather and refine functional requirements, and translate them into actionable ServiceNow user stories and technical configurations. You will drive workflow optimisation across modules like ITSM, CSM, or HRSD while keeping customisation aligned with platform best practice

Key Responsibilities

• Facilitate discovery sessions, process workshops, and interviews with stakeholders to capture "as-is" and "to-be" workflows.
• Translate high-level business goals into functional specs, user stories, acceptance criteria, and process flow diagrams.
• Prioritise, refine, and maintain the ServiceNow sprint backlog in collaboration with Product Owners and Developers

ServiceNow Platform & Process Analysis

• Evaluate existing platform configurations against standard ServiceNow out-of-the-box (OOTB) capabilities to minimise custom code.
• Map workflows across core modules including Incident, Problem, Change, Request Fulfilment, Knowledge Management, and Service Catalogues.
• Conduct gap analysis to identify automation opportunities, process bottlenecks, and continuous improvement areas.

Implementation, Testing & Adoption

• Partner with ServiceNow Developers and System Administrators during configuration to clarify business logic.
• Design UAT scripts, coordinate User Acceptance Testing, and track defect resolution prior to release deployment.
• Build end-user reports, dashboards, operational guides, and training materials to support change management and platform adoption.

• Experience: 3+ years as a Business Analyst, with at least 2 years dedicated to ServiceNow platform delivery.
• ServiceNow Exposure: Hands-on experience with ServiceNow UI, navigation, standard tables/forms, Flow Designer, and core modules (ITSM, CSM, or HRSD).
• Methodologies: Strong background in ITIL/ITSM processes and Agile/Scrum delivery frameworks.
• Tooling: Proficiency with Jira, Confluence, Microsoft Visio/Lucidchart, and ServiceNow Agile Engine.
• Skills: Strong analytical, communication, facilitation, and stakeholder-management skills.
• Education: Bachelor's degree in Information Systems, Business Administration, Computer Science, or equivalent industry experience.

What we offer

• A company culture based on respect, transparency, and equality.
• Flexible working
• Pension Scheme
• 25 days holiday plus bank holidays
• Training and Career progression
• Company Social Days

Sharing our culture

Infotel is an equal opportunity employer, and we pride ourselves on our diversity. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

We have an incredible team ethic; we work together to consistently deliver for our clients. We host after work gatherings and other in-house events to ensure our team members develop strong relationships and enjoy their work environment.