Business Analyst

Infotel UK; Prestwick; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Flexible working

Pension Scheme 25 days holiday + bank

Training and Career progression

Company Social Days

Job summary

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

You will facilitate discovery sessions, translate goals into specs, maintain the backlog, and contribute to adoption through reports and training materials.

Qualifications

• 3+ years as a Business Analyst with at least 2 years in ServiceNow platform delivery.
• Hands-on ServiceNow UI, navigation, forms and core modules (ITSM/CSM/HRSD).
• Strong ITIL/ITSM and Agile/Scrum delivery experience.

Responsibilities

• Facilitate discovery sessions, workshops and stakeholder interviews to capture as-is and to-be workflows.
• Translate goals into functional specs, user stories, acceptance criteria, and process diagrams.
• Prioritise and refine the ServiceNow sprint backlog with POs and developers.
• Evaluate platform configurations against OOTB capabilities to minimise custom code.
• Map workflows across Incident, Problem, Change, Request Fulfilment, Knowledge, and Service Catalogues.
• Design UAT scripts, coordinate testing, and track defects before release.
• Create end-user reports, dashboards, and training materials to support adoption.

Skills

Analytical

Communication

Facilitation

Stakeholder management

Education

Bachelor's degree in Information Systems, Business Administration, 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.

Benefits

• 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.