Servicenow Business Analyst

Investigo; England; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled ServiceNow Business Analyst to enhance IT Operations Management processes. In this pivotal role, you'll analyze current workflows, gather requirements, and facilitate collaboration with stakeholders to drive improvements. Your expertise in ServiceNow will be crucial as you translate business needs into functional specifications and support project phases from inception to delivery. This is a fantastic opportunity to contribute to a dynamic technology team while promoting Agile best practices and continuous improvement in a hybrid working environment.

Qualifications

• Deep understanding of ServiceNow ITOM and enterprise IT operations.
• Expertise in designing business processes aligned to ServiceNow capabilities.

Responsibilities

• Analyze and document current ITOM processes and identify enhancements.
• Drive and support all project phases from requirements to delivery.

Skills

ServiceNow ITOM functionality

Agile methodologies

Business analysis

Operational architecture knowledge

Tools

ServiceNow

SCRUM

Job description

ServiceNow Business Analyst - ITOM

Location: Cheshire - Hybrid working - 2/3 days a week onsite
Contract Type: 6 Month Contract - Inside IR35

We are looking for a skilled and motivated ServiceNow Business Analyst (ITOM) to join a growing technology team. You'll play a pivotal role in understanding, enhancing, and supporting IT Operations Management (ITOM) processes through the ServiceNow platform.

Key Responsibilities

• Analyse and document current "as-is" ITOM processes and identify enhancement opportunities
• Gather and define requirements for improvements to existing ITOM tools and workflows
• Facilitate customer working groups and focus sessions to capture business needs
• Engage directly with internal customers, offshore development teams, and key stakeholders
• Clearly define process gaps and help design target-state process improvements
• Translate business needs into functional specifications for development teams
• Drive and support all project phases from requirement gathering through to testing and delivery
• Develop test strategies, support UAT, and ensure alignment of outcomes to expectations
• Foster collaboration across ITOM BA streams and contribute to ongoing stakeholder engagement
• Take ownership across the full project lifecycle, driving continuous improvement
• Promote Agile best practices, including SCRUM methodologies

Essential Skills & Experience

• Deep understanding of ServiceNow ITOM functionality and how it supports enterprise IT operations
• Hands-on experience with key ServiceNow modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
• Strong business and operational architecture knowledge, with awareness of cross-functional impacts
• Expertise in designing and implementing business processes aligned to ServiceNow capabilities
• Proficient in Agile methodologies

Desirable Skills

• Ability to lead complex business discussions with senior stakeholders and shape innovative solutions
• Strong command of business analysis tools and templates, and the ability to guide junior team members
• Skilled in balancing priorities within time, cost, and quality constraints
• Up to date with industry trends and emerging technologies in ITOM and ServiceNow

If you are interested and looking for your next role, please apply with a copy of your CV, or email: [e-mail]