ServiceNow Business Analyst

Key Responsibilities

• Facilitate workshops, interviews, and stakeholder meetings to gather, analyse, and document business requirements.
• Analyse existing business processes and design future-state ("to-be") processes that improve efficiency, effectiveness, and user experience.
• Provide process design guidance and best-practice recommendations based on ITIL and ServiceNow capabilities.
• Translate business requirements into functional specifications, user stories, and solution requirements for implementation teams.
• Work closely with stakeholders to understand business challenges and align solutions with organisational objectives.
• Recommend ServiceNow-based solutions that address business needs while supporting long-term scalability and governance.
• Ensure solutions comply with organisational standards, regulatory requirements, and operational policies.
• Conduct root cause analysis and identify corrective and preventative actions for process and operational issues.
• Assess risks associated with proposed solutions and communicate impacts, options, and recommendations to stakeholders.
• Act as the key liaison between business stakeholders and technical delivery teams throughout the project lifecycle.
• Support development teams by clarifying requirements and validating implemented solutions against business needs.
• Coordinate and support testing activities, including User Acceptance Testing (UAT), defect triage, and solution validation.
• Deliver training sessions, produce documentation, and support change management activities to drive successful user adoption.
• Identify opportunities for continuous process improvement and recommend enhancements that maximise the value of the ServiceNow platform.
• Promote process excellence and provide guidance to stakeholders on effective use of ServiceNow and related operational processes.

Skills & Experience

• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands-on experience delivering ServiceNow implementations across multiple modules and business functions.
• Strong process design and business process optimisation experience.
• Experience gathering, documenting, and managing business and functional requirements.
• Strong understanding of ServiceNow capabilities and how they can be leveraged to improve business processes.
• Experience working in Agile delivery environments and collaborating with cross-functional project teams.
• Knowledge of ITIL frameworks and service management best practices (ITIL v3 or ITIL 4 preferred).
• Strong workshop facilitation, stakeholder management, and communication skills.
• Proven ability to analyse complex business problems and develop practical, scalable solutions.
• Experience supporting organisational change, training, user adoption, and process transformation initiatives.
• Strong analytical thinking, problem-solving capability, and attention to detail.
• Ability to balance business priorities, technical constraints, and stakeholder expectations.
• Excellent leadership and collaboration skills with the ability to mentor team members and influence outcomes.

Next Steps