ServiceNow Business Analyst: Drive ITSM/CSM Optimizations
Infotel UK
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Benefits offered by this job
Job summary
Infotel UK is seeking a ServiceNow Business Analyst to bridge business stakeholders and technical delivery teams in Glasgow. The role involves analysing processes, refining requirements, and translating them into actionable ServiceNow user stories and configurations, across ITSM, CSM, or HRSD modules.
You will drive workflow optimisation while aligning customisations with platform best practices. The candidate will collaborate with developers, testers, and end users to design UAT scripts, define
Qualifications
- 3+ years as a Business Analyst, with at least 2 years dedicated to ServiceNow platform delivery.
- Hands-on experience with ServiceNow UI, navigation, and core modules (ITSM/CSM/HRSD).
- Strong ITIL/ITSM and Agile/Scrum background.
- Proficiency with Jira, Confluence, and diagramming tools.
- Excellent stakeholder management and communication skills.
Responsibilities
- Facilitate discovery sessions, workshops, and stakeholder interviews to capture as-is and to-be workflows.
- Translate business goals into functional specs, user stories, acceptance criteria, and process diagrams.
- Prioritise and maintain the ServiceNow sprint backlog with Product Owners and Developers.
- Partner with Developers/Administrators during configuration to clarify business logic.
Skills
Education
Tools
Job description
Infotel UK is seeking a ServiceNow Business Analyst to bridge business stakeholders and technical delivery teams in Glasgow. The role involves analysing processes, refining requirements, and translating them into actionable ServiceNow user stories and configurations, across ITSM, CSM, or HRSD modules.
You will drive workflow optimisation while aligning customisations with platform best practices. The candidate will collaborate with developers, testers, and end users to design UAT scripts, define
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