ServiceNow BA: ITSM/CSM/HRSD Workflows & Backlog

Infotel UK Consulting; Glasgow; On-site; GBP 45,000 - 65,000; Full time

Job summary

Infotel UK Consulting seeks a ServiceNow Business Analyst in Prestwick for the initial three months to bridge business stakeholders and delivery teams. You will analyse processes, refine requirements, and translate them into ServiceNow user stories and configurations across ITSM, CSM, or HRSD.

You will lead discovery sessions, map workflows, and maintain the sprint backlog with Product Owners and Developers, ensuring alignment with platform best practices and continuous improvement.

Qualifications

• 3+ years as a Business Analyst, with 2+ years on ServiceNow platform
• Strong ITIL/ITSM and Agile/Scrum experience
• Proficiency with Jira, Confluence, Visio/Lucidchart

Responsibilities

• Lead discovery sessions, process workshops, and stakeholder interviews
• Translate goals into functional specs, user stories, and acceptance criteria
• Prioritise and maintain the ServiceNow sprint backlog with PO and developers
• Design UAT scripts, coordinate testing, and resolve defects
• Create end‑user reports, dashboards, and training materials

Skills

ServiceNow

ITIL/ITSM

Agile/Scrum

Stakeholder management

Analytical thinking

Communication

Facilitation

Education

Bachelor's degree in Information Systems

Bachelor's degree in Business Administration

Bachelor's degree in Computer Science

Tools

Jira

Confluence

Visio

Lucidchart

ServiceNow Agile Engine

Job description

Infotel UK Consulting seeks a ServiceNow Business Analyst in Prestwick for the initial three months to bridge business stakeholders and delivery teams. You will analyse processes, refine requirements, and translate them into ServiceNow user stories and configurations across ITSM, CSM, or HRSD.

You will lead discovery sessions, map workflows, and maintain the sprint backlog with Product Owners and Developers, ensuring alignment with platform best practices and continuous improvement.