Senior Business Analyst (Cloud and Infrastructure)

Tria; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm in London seeks a Senior ServiceNow Business Analyst to drive client transformation through effective guidance on ServiceNow projects. This role demands expertise in ITSM and ITOM, and the ability to manage complex migrations. You will lead workshops, implement best practices, and mentor junior consultants, ensuring solutions are impactful and aligned with client needs. A background in banking or financial services is a plus, and ServiceNow certifications are essential.

Qualifications

• Proven background as a Business Analyst delivering complex ServiceNow projects.
• Hands-on understanding of ITSM and ITOM.
• Experience with cloud environments and infrastructure automation.

Responsibilities

• Lead workshops to understand client operations and map them to ServiceNow solutions.
• Design and guide ITSM and ITOM implementations.
• Shaping cloud workflow requirements and supporting migrations.

Skills

ServiceNow project delivery

ITSM knowledge

ITOM understanding

Cloud environments experience

Stakeholder communication

Education

ServiceNow certifications (CSA, CAD, CIS ITSM)

ITIL or Agile qualifications

Job description

Senior ServiceNow Business Analyst (Cloud and Infrastructure)

Are you a ServiceNow Business Analyst who instinctively pushes for out of the box solutions, knows ITSM and ITOM inside out, and understands exactly how cloud workflows and infrastructure processes really run behind the scenes? If you thrive on translating messy legacy processes into clean, scalable ServiceNow capability, this role is written for you.

This is your chance to step into a senior position where your expertise genuinely shapes client transformation. You will work directly with technical and non‑technical stakeholders, guide them through complex migrations, and influence decisions by telling the story of how their world operates today and how ServiceNow can elevate it.

What you will be doing

• Leading workshops that get to the root of how clients operate today and mapping those processes into practical ServiceNow solutions.

• Designing and guiding implementations across ITSM and ITOM, ensuring alignment with ITIL principles and platform best practice.

• Shaping cloud workflow requirements, supporting controlled migration from legacy systems and ensuring governance, dependencies, and operational risk are fully understood.

• Reviewing data models, integrations, and test coverage to ensure the solution lands cleanly and delivers the value promised.

• Acting as the senior voice in the room for junior consultants, giving direction, coaching, and helping them develop their craft.

What you bring

• Proven background as a Business Analyst delivering complex ServiceNow projects, ideally in consulting.

• Strong hands‑on understanding of ITSM and ITOM, with the ability to defend out of the box configurations when they are the right answer.

• Real world experience with cloud environments, infrastructure automation, and migration journeys.

• The confidence to translate technical detail into clear, compelling narratives for senior stakeholders.

• ServiceNow certifications (CSA, CAD, CIS ITSM) with ITIL or Agile qualifications being a strong advantage.

• Experience in banking or financial services is beneficial but not essential.

Why this role stands out

You will not be a requirement scribe. You will be the person clients trust to guide them through genuine transformation. You will influence strategy, lead conversations, and shape the design of solutions that impact entire organisations. Your work will be visible, valued, and central to successful delivery.

Ready to apply?

Click Apply Now and include a brief note telling us about the most complex ServiceNow transformation you have led and the role you played in making it successful.