ServiceNow Business Analyst - ITSM & Financial Services

Synechron; Glasgow; On-site; GBP 50,000 - 75,000; Full time

Job summary

Synechron seeks an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementation and enhancement projects for a leading financial services organisation.

You will gather requirements, map processes, write user stories, and collaborate with cross-functional teams to deliver ITSM, Incident, Change, and CMDB modules within Agile or hybrid delivery environments. Strong communication and regulatory experience are essential.

Qualifications

• Experience in ServiceNow projects and ITSM processes.
• Experience in requirements gathering, process mapping, and stakeholder management.
• Ability to write clear user stories and acceptance criteria.

Responsibilities

• Gather, analyse, and document business and system requirements.
• Create user stories, acceptance criteria, process maps, and functional specifications.
• Support ServiceNow implementation, configuration, integration, and optimisation activities.
• Collaborate with developers, architects, testers, product owners, and project managers.
• Participate in Agile ceremonies, workshops, backlog refinement, and solution demonstrations.
• Support testing, UAT, and release activities with governance compliance.

Skills

ServiceNow

Requirements gathering

Stakeholder management

User stories

Agile

Communication

Education

ITIL certification

ServiceNow Certification

Tools

Jira

Confluence

Azure DevOps

Job description

Synechron seeks an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementation and enhancement projects for a leading financial services organisation.

You will gather requirements, map processes, write user stories, and collaborate with cross-functional teams to deliver ITSM, Incident, Change, and CMDB modules within Agile or hybrid delivery environments. Strong communication and regulatory experience are essential.