Business Analyst

Infotel UK; Glasgow; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Culture and values

Flexible working

Pension Scheme

25 days holiday + bank holidays

Training and career progression

Company social days

Job summary

Infotel UK is seeking a ServiceNow Business Analyst to bridge business stakeholders and technical delivery teams in Glasgow. The role involves analysing processes, refining requirements, and translating them into actionable ServiceNow user stories and configurations, across ITSM, CSM, or HRSD modules.

You will drive workflow optimisation while aligning customisations with platform best practices. The candidate will collaborate with developers, testers, and end users to design UAT scripts, define

Qualifications

• 3+ years as a Business Analyst, with at least 2 years dedicated to ServiceNow platform delivery.
• Hands-on experience with ServiceNow UI, navigation, and core modules (ITSM/CSM/HRSD).
• Strong ITIL/ITSM and Agile/Scrum background.
• Proficiency with Jira, Confluence, and diagramming tools.
• Excellent stakeholder management and communication skills.

Responsibilities

• Facilitate discovery sessions, workshops, and stakeholder interviews to capture as-is and to-be workflows.
• Translate business goals into functional specs, user stories, acceptance criteria, and process diagrams.
• Prioritise and maintain the ServiceNow sprint backlog with Product Owners and Developers.
• Partner with Developers/Administrators during configuration to clarify business logic.

Skills

Business Analyst experience

ServiceNow delivery

ITIL/ITSM

Agile/Scrum

Jira

Confluence

Visio/Lucidchart

ServiceNow UI

Stakeholder management

Analytical communication

Education

Bachelor's degree in IS / related field

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.