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ServiceNow Business Analyst

 Birmingham ContractRef:291

Posted 5 years ago

A well-known IT services business is currently looking for a ServiceNow Business Analyst for new ITSM and ITOM Processes. The ServiceNow (ITOM/ITSM) Business Analyst will work with the business stakeholders to translate their technology needs into actionable solutions, possessing the ability to define the business requirements, process design and detailed requirements for system projects, support project transition to operations.


As a Business Analyst being the global SME for ServiceNow ITSM/ITOM projects (CMDB, CMP, ITSM – Incident, Problem, Change, Event, and Knowledge Management) the core elements of the role include:

  • Work upon the projects demand and roadmap, own the Scope for the ServiceNow projects
  • Run discovery workshops to elicit requirement and document them in the form of user stories
  • Process mapping discussions with business and technology representatives
  • Document ‘As Is’ and ‘To Be’ processes and tools to assess gaps against the global solution prior to the ServiceNow roll out based on the To Be process design configure workflows within the ServiceNow.
  • Develop future solution improvements and functionality by working closely with Business stakeholders and IT Development teams.
  • Facilitate review sessions with product owners and end-user representatives
  • Assist Project Managers in end to end implementation planning, issue management, communication and change management
  • Drive UAT with business users including coordination and signoff
  • Preparation of user and training documentation as necessary
  • Leverage business knowledge and expertise to drive business process improvements


Education and Experience:

  • ITIL experience and a minimum of ITIL foundations certification
  • CBAP Certification is nice to have
  • ServiceNow Certified System Administrator is nice to have
  • 3+ Agile and Scrum project experience


ServiceNow Product Suite:

  • Minimum of 3+ ServiceNow experience supporting external customers.
  • Deeper understanding of Cloud Management Portal including service mapping and orchestration.
  • A minimum of 2 full life cycle implementations exposure
  • Engagements in Current State Assessment, Future State Design, Service Catalog Design
  • ITIL: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement and the processes in each of these five lifecycle phases


If you are interested in the role, please apply below. Unfortunately, due to the anticipated high level of response, we may not be able to respond to every applicant.

Job Features

Day Rate£400
Contract Length6 Months

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