ServiceNow Business Analyst — Flexible Work & Growth

Infotel UK; Prestwick; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Flexible working

Pension Scheme 25 days holiday + bank

Training and Career progression

Company Social Days

Job summary

Infotel UK is seeking a ServiceNow Business Analyst in Prestwick to bridge business stakeholders and technical delivery teams. You will analyse processes, refine requirements, and translate them into ServiceNow user stories and configurations, driving workflow optimisation across ITSM, CSM, and HRSD.

You will facilitate discovery sessions, translate goals into specs, maintain the backlog, and contribute to adoption through reports and training materials.

Qualifications

• 3+ years as a Business Analyst with at least 2 years in ServiceNow platform delivery.
• Hands-on ServiceNow UI, navigation, forms and core modules (ITSM/CSM/HRSD).
• Strong ITIL/ITSM and Agile/Scrum delivery experience.

Responsibilities

• Facilitate discovery sessions, workshops and stakeholder interviews to capture as-is and to-be workflows.
• Translate goals into functional specs, user stories, acceptance criteria, and process diagrams.
• Prioritise and refine the ServiceNow sprint backlog with POs and developers.
• Evaluate platform configurations against OOTB capabilities to minimise custom code.
• Map workflows across Incident, Problem, Change, Request Fulfilment, Knowledge, and Service Catalogues.
• Design UAT scripts, coordinate testing, and track defects before release.
• Create end-user reports, dashboards, and training materials to support adoption.

Skills

Analytical

Communication

Facilitation

Stakeholder management

Education

Bachelor's degree in Information Systems, Business Administration, Computer Science

Tools

Jira

Confluence

Visio

Lucidchart

ServiceNow Agile Engine

Job description

Infotel UK is seeking a ServiceNow Business Analyst in Prestwick to bridge business stakeholders and technical delivery teams. You will analyse processes, refine requirements, and translate them into ServiceNow user stories and configurations, driving workflow optimisation across ITSM, CSM, and HRSD.

You will facilitate discovery sessions, translate goals into specs, maintain the backlog, and contribute to adoption through reports and training materials.