ServiceNow Business Analyst

Role Title: ServiceNow Senior Business Analyst

Duration: contract to run until 30/06/2025

Location: Knutsford, Hybrid 2/3 days per week

Rate: up to £538.65 p/d Umbrella inside IR35

Role purpose / summary

Our client is looking for a ServiceNow Senior Business Analyst to be responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the ServiceNow ITOM platform.

Key Skills/ requirements

• Understand the current “as is processes”
• Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes
• Leading various ITSM customer working and focus groups to solicit requirements
• Direct interaction with customers – as well as on and off-shore development teams
• Identify areas of process and tooling improvement
• Ensure gaps are clearly defined and assessed
• Functional specification of “target state” processes
• Work closely with the development teams throughout all phases
• Produce test strategies and engage actively in the testing phase
• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
• Work closely with BA’s in other ITSM streams
• Take an active role in customer and stakeholder engagement sessions
• Take respective ownership throughout the project lifecycle
• Ongoing involvement in continuous improvement of operating process and toolset enhancement
• Conversant with Agile methods including SCRUM

Stakeholder Management and Leadership

Leadership:

Holds working knowledge in concepts and practices of Leadership:

• Develops basic presentations to influence others
• Contributes to and encourages ideas; builds on suggestions of others
• Inspires confidence by making and honouring commitments; demonstrates initiative and competence; communicates a vision and strategy of own role

Management:

Holds working knowledge in concepts and practices of Management:

• Can identify and map stakeholders of the project
• Demonstrates initiative and competence; supports and encourages positive working behaviours in others
• Effectively delegates tasks; provides examples of own ability to shift well from task to task
• Experienced in working in a team, creating and managing project plans
• Knows the objectives, initiatives and issues of their team & department and can use this to prioritise work

Decision-making and Problem Solving

• Can identify common types of risks / issues and where project dependencies exist; maintains simple RAID
• Can engage with stakeholders of relevant business areas and take decisions

Risk and Control

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Essential Skills/Basic Qualifications:

• Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform
• Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
• Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
• In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported

Desirable skills/Preferred Qualifications:

• Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
• Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
• Can manage the trade-offs of business analysis within time / cost / quality constraints
• Is up to date with developments in individual area of expertise

Technical:

Had a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform. Exposure to the follow key modules is required:

• Incident/Problem/Change
• CMDB Knowledge
• Service (Request) Catalog
• Business Service Models

Business Knowledge:

Has good general knowledge with some detailed knowledge of products/functions outside of day to day area supported:

• Can engage with stakeholders of relevant business areas
• Demonstrates a good end to end understanding of the systems processing for the business area & relationships

Communication

Expresses self in a knowledgeable, coherent and confident manner in a variety of situations:

Articulates concepts in day-to-day situations or in presentations to audiences at all levels

Clearly defines the purpose of formal discussions (e.g. via one-on-ones, group meetings)

Responds quickly and thoroughly to questions by providing information appropriately

Presents information in a clear, concise, easily understood manner

Recognizes those who need or could benefit from information and shares it accordingly

Functional Analysis:

Has significant experience with major activities, tasks and deliverables of functional requirements analysis:

• Experienced with preparing detail-level documentation of functional and non-Functional requirements

• Able to lead functional requirement walk-through and quality reviews

• In-depth knowledge of available graphical tools, techniques and interfaces (i.e. Visio, PowerPoint)

• Experience in evaluating document effectiveness (accuracy, themes, readability, visual impact)

Business Analysis:

Advanced knowledge of business analysis methodologies:

• Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
• Very good knowledge of how to define/derive business requirements and specifications and able to contribute insights in discussions with senior stakeholders
• In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported
• Understands the organisations goals, direction and strategies
• Is up to date with developments in individual area of expertise
• Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
• Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
• Can manage the trade-offs of business analysis within time / cost / quality constraints

Team Working

Works collaboratively with others, achieving a greater contribution by working together rather than alone:

• Works co-operatively towards common goals with relevant colleagues

• Consideration is given to colleagues at all times

• Work involving other team members is coordinated and planned

• Provides constructive feedback, as well as praise and encouragement to colleagues

• Shares information with others and solicits advice

• Views own personal capabilities as a means to contribute to the team's common purpose

• Expresses positive expectations of others in their ability to reach group or team goals

Customer Focus:

Establishes and maintains effective relationships with clients and gains their trust and respect:

• Actively seeks to understand customer requirements and expectations

• Builds strong relationships with their stakeholders and promotes the work of their department

• Works in partnership with the customer to enhance systems and processes to help generate more business

• Involves senior leaders in projects at appropriate times to show department’s commitment to its customers

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply