Business Analyst- Service Now

Synechron; Glasgow; On-site; GBP 50,000 - 75,000; Full time

Job summary

Synechron seeks an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementation and enhancement projects for a leading financial services organisation.

You will gather requirements, map processes, write user stories, and collaborate with cross-functional teams to deliver ITSM, Incident, Change, and CMDB modules within Agile or hybrid delivery environments. Strong communication and regulatory experience are essential.

Qualifications

• Experience in ServiceNow projects and ITSM processes.
• Experience in requirements gathering, process mapping, and stakeholder management.
• Ability to write clear user stories and acceptance criteria.

Responsibilities

• Gather, analyse, and document business and system requirements.
• Create user stories, acceptance criteria, process maps, and functional specifications.
• Support ServiceNow implementation, configuration, integration, and optimisation activities.
• Collaborate with developers, architects, testers, product owners, and project managers.
• Participate in Agile ceremonies, workshops, backlog refinement, and solution demonstrations.
• Support testing, UAT, and release activities with governance compliance.

Skills

ServiceNow

Requirements gathering

Stakeholder management

User stories

Agile

Communication

Education

ITIL certification

ServiceNow Certification

Tools

Jira

Confluence

Azure DevOps

Job description

Synechron is a global technology consulting firm that helps leading organizations accelerate digital transformation through innovation, expertise, and agility. With more than 16,500 professionals across around 60 offices in over 20 countries, we combine deep industry knowledge with advanced capabilities in AI, cloud, cybersecurity, and data engineering. Our regional teams, supported by strategic delivery centers, provide scalable, cost-efficient solutions tailored to local markets. Through our award-winning Synechron FinLabs accelerators and strategic partnerships with AWS, Microsoft, Databricks, Salesforce, and ServiceNow, we enable clients to innovate fast and lead with confidence. For more information on the company, please visit our website or LinkedIn community.

Diversity, Equity, and Inclusion:

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and an affirmative-action employer. Our Diversity, Equity, and Inclusion (DEI) initiative "Same Difference" is committed to fostering an inclusive culture - promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant's gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Job Description:

We are seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementation and enhancement projects for a leading financial services organisation.

Key Responsibilities:

• Gather, analyse, and document business and system requirements.
• Work with stakeholders to understand processes, pain points, and improvement opportunities.
• Create user stories, acceptance criteria, process maps, and functional specifications.
• Support ServiceNow implementation, configuration, integration, and optimisation activities.
• Collaborate with developers, architects, testers, product owners, and project managers.
• Support ServiceNow modules, particularly ITSM, Incident, Problem, Change, Request, Knowledge, and CMDB.
• Participate in Agile ceremonies, workshops, backlog refinement, and solution demonstrations.
• Support system testing, UAT, defect management, and release activities.Ensure solutions meet business, security, governance, and regulatory requirements.
• Proven experience as a Business Analyst in ServiceNow projects.
• Strong knowledge of ServiceNow ITSM processes and platform capabilities.
• Experience in requirements gathering, process mapping, and stakeholder management.
• Ability to write clear user stories and acceptance criteria.
• Experience working in Agile or hybrid delivery environments.
• Strong communication, analytical, and problem-solving skills.
• Experience in a regulated or enterprise environment.
• ServiceNow or ITIL certification.
• Experience with CMDB, ITOM, GRC, HRSD, or CSM.
• Experience with Jira, Confluence, or Azure DevOps.
• Financial services or banking experience.