ServiceNow BA: Flexible ITSM/CSM Workflows

About Infotel Group; Glasgow; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

About Infotel Group in the UK seeks a ServiceNow Business Analyst to bridge business stakeholders and delivery teams. You will analyse processes, refine functional requirements, and translate them into ServiceNow user stories and configurations across ITSM, CSM, or HRSD.

You will facilitate workshops, maintain the sprint backlog, design UAT, create reports, and drive adoption while applying ITIL/ITSM and Agile practices.

Qualifications

• 3+ years as a Business Analyst; 2+ years with ServiceNow.
• Experience with ServiceNow UI, navigation, Flow Designer, and core modules ITSM/CSM/HRSD.
• Strong ITIL/ITSM and Agile/Scrum background.
• Proficiency with Jira, Confluence, Visio/Lucidchart.
• Strong analytical and stakeholder-management skills.

Responsibilities

• Facilitate discovery sessions, workshops, and interviews to capture as-is and to-be workflows.
• Translate business goals into functional specs, user stories, acceptance criteria, and process diagrams.
• Prioritise, refine, and maintain the ServiceNow sprint backlog with Product Owners and Developers.
• Design UAT scripts, coordinate User Acceptance Testing, and track defect resolution before release.
• Build end-user reports, dashboards, and training materials to support change adoption.

Job description

About Infotel Group in the UK seeks a ServiceNow Business Analyst to bridge business stakeholders and delivery teams. You will analyse processes, refine functional requirements, and translate them into ServiceNow user stories and configurations across ITSM, CSM, or HRSD.

You will facilitate workshops, maintain the sprint backlog, design UAT, create reports, and drive adoption while applying ITIL/ITSM and Agile practices.