ServiceNow Business Analyst — ITSM/HRSD, Flexible Work

Infotel-Uk; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

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

You will drive workflow optimisation while aligning with platform best practices, participating in gap analyses and creating end-user reports and training materials.

Qualifications

• Bachelor’s degree in a relevant field and solid ITSM knowledge.
• Experience delivering ServiceNow projects with ITIL/ITSM processes.
• Proven ability to translate business needs into functional specs and user stories.

Responsibilities

• Facilitate discovery sessions, workshops and stakeholder interviews to map current and desired workflows.
• Translate business goals into functional specs, user stories, acceptance criteria and process diagrams.
• Prioritise and maintain the ServiceNow sprint backlog in collaboration with Product Owners and Developers.

Skills

Analytical skills

Communication skills

Facilitation

Stakeholder management

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

You will drive workflow optimisation while aligning with platform best practices, participating in gap analyses and creating end-user reports and training materials.