ServiceNow Business Analyst
Posted 1 day ago by Aspire Systems
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Business Analyst (ServiceNow & Integrations) is responsible for leading comprehensive business analysis related to ServiceNow capabilities and its integrations within the service ecosystem. This role collaborates with various stakeholders to translate business objectives into actionable requirements and process designs aimed at enhancing service performance and operational efficiency. The position emphasizes ownership of discovery, requirements definition, and validation activities, ensuring that solutions are effectively implemented and supported post-launch.
Key Responsibilities:
- Lead discovery and requirements elicitation with senior stakeholders, SMEs, and operational teams.
- Own requirements lifecycle management: capture, analyse, prioritise, validate, baseline, and manage change.
- Translate business needs into delivery-ready epics, features, user stories, and clear acceptance criteria.
- Facilitate workshops, process walkthroughs, and decision-making forums; drive alignment and scope clarity.
- Act as a trusted advisor, challenging assumptions and ensuring solutions deliver measurable value.
- Analyse current-state processes and design target-state workflows, defining roles, controls, SLAs, and KPIs.
- Produce high-quality functional specifications for ServiceNow configuration (data model, forms, workflow logic, notifications, SLAs, roles/permissions).
- Ensure requirements reflect operational realities.
Key Skills:
- Strong experience with ServiceNow (ITSM/CSM) and related workflows.
- Proficiency in business analysis and requirements management.
- Ability to facilitate workshops and drive stakeholder alignment.
- Experience in process modelling and workflow design.
- Strong analytical skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple priorities.
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
About the Role
The Business Analyst (ServiceNow & Integrations) is accountable for leading end-to-end business analysis across ServiceNow capabilities and the connected service ecosystem. The role partners with senior stakeholders, Product Owners, Solution Architects, Service Operations, and delivery teams to translate business objectives into clear, testable requirements and process designs that improve service performance, user experience, and operational efficiency. This position has a strong focus on ServiceNow (ITSM/CSM and related workflows) and the integrations that enable seamless service delivery across platforms including Salesforce Service Cloud, Azure DevOps, P2 Central, P2 Store, and Qbyte. The Senior BA owns discovery, requirements definition, process and data modelling, and validation activities—ensuring end-to-end scenarios are fully defined (events/triggers, data ownership and mappings, controls, auditability, operational monitoring, and support expectations). The BA ensures delivery readiness by producing high-quality backlog artefacts (epics, features, user stories, acceptance criteria), driving stakeholder alignment and scope control, and leading business validation through UAT and operational acceptance. The role is expected to operate with minimal supervision, proactively manage dependencies and risks across teams, and ensure solutions are adopted, measurable, and supportable post-go-live.
Responsibilities
- Lead discovery and requirements elicitation with senior stakeholders, SMEs, and operational teams.
- Own requirements lifecycle management: capture, analyse, prioritise, validate, baseline, and manage change.
- Translate business needs into delivery-ready epics, features, user stories, and clear acceptance criteria.
- Facilitate workshops, process walkthroughs, and decision-making forums; drive alignment and scope clarity.
- Act as a trusted advisor, challenging assumptions and ensuring solutions deliver measurable value.
- Analyse current-state processes and design target-state workflows, defining roles, controls, SLAs, and KPIs.
- Produce high-quality functional specifications for ServiceNow configuration (data model, forms, workflow logic, notifications, SLAs, roles/permissions).
- Ensure requirements reflect operational realities.