ServiceNow Business Analyst: Shape ITSM/CSM Workflows

Infotel UK Consulting

Prestwick

Hybrid

GBP 45,000 - 65,000

Full time

3 days ago

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Benefits offered by this job

Pension Scheme

25 days holiday + bank holidays

Training and Career progression

Company Social Days

Flexible working

Job summary

Infotel UK Consulting is seeking a ServiceNow Business Analyst to bridge business stakeholders and technical delivery teams in Prestwick. You will analyse processes, gather requirements, and translate them into ServiceNow user stories and configurations.

You will drive workflow optimisation across ITSM, CSM, or HRSD while aligning customisation with platform best practice, collaborating with developers and product owners.

Qualifications

3+ years as a Business Analyst with delivery experience on ServiceNow
Familiarity with ITIL/ITSM processes and Agile/Scrum
Experience translating business needs into user stories and config requirements

Responsibilities

Lead discovery sessions and workshops to capture as-is and to-be processes
Translate goals into functional specs, user stories, acceptance criteria and diagrams
Collaborate with Product Owners and Developers to refine and maintain the backlog

Skills

Business analysis

Stakeholder management

Facilitation

Analytical thinking

Requirement gathering

Education

Bachelor's degree in Information Systems / IT

Tools

Jira

Confluence

Visio / Lucidchart

ServiceNow Agile Engine

Job description

You will drive workflow optimisation across ITSM, CSM, or HRSD while aligning customisation with platform best practice, collaborating with developers and product owners.

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