Business Analyst ServiceNow SPM

As a Business Analyst, you will lead the analysis and design of digital transformation initiatives, primarily on ServiceNow, with potential involvement in other platforms such as SAP. You'll be responsible for translating client strategy into actionable requirements and solution designs that drive measurable outcomes. We are especially interested in candidates with SPM and/or IRM experience.

Your tasks will include conducting discovery workshops, mapping processes, documenting user stories and acceptance criteria, designing platform capabilities, and supporting delivery through sprint planning, testing, and hypercare. You'll also contribute to continuous improvement efforts and, on occasion, support pre-sales activities or review statements of work.

You'll work closely with clients across industries, as well as internal teams including solution architects, developers, and project managers, to ensure that solutions are pragmatic, scalable, adding value to our clients, are aligned with best practices and ensure a successful project delivery.

Key Responsibilities

• Lead client discovery workshops, stakeholder interviews, and process mapping to define current and future states.
• Document, and prioritise business and technical requirements into user stories, acceptance criteria, and solution artefacts.
• Design solutions with a strong focus on ServiceNow modules including IRM, SPM, ITSM, HRSD, and CSM.
• Conduct gap analysis and identify areas for process improvement.
• Advise clients on platform capabilities and leading practices, especially in IRM and GRC domains.
• Collaborate with architects to define secure, scalable integration and data designs.
• Build and maintain strong relationships with clients, ensuring their needs and expectations are met.
• Produce high-quality documentation though MS Products (Word, Excel, PowerPoint).
• Contribute to proposals, statements of work, and client-facing deliverables with commercial awareness.
• Ensure governance, risk, compliance, and change management considerations are embedded throughout the delivery lifecycle.

Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• Advanced certifications in Business Analysis or related disciplines are a plus.

Experience

• 7+ years in enterprise IT consulting or digital transformation, with demonstrable experience across platforms, especially ServiceNow.
• Preferred hands-on experience with ServiceNow modules such as IRM, ITSM, ITOM, HRSD, SecOps, and CSM.
• Experience in Integrated Risk Management (IRM) implementations is highly desirable.

Skills & Competencies

• Advanced requirements engineering: user stories, acceptance criteria, process modelling, and traceability.
• Strong stakeholder engagement and facilitation skills across executive and technical audiences.
• Ability to produce clear documentation that reduces rework and accelerates delivery.
• Strategic thinking with a consultancy mindset and commercial acumen.
• High emotional intelligence and persuasive communication skills.
• Comfortable advising clients on platform capabilities and transformation strategy.

Language Requirements

• Fluent in English (spoken and written).
• Additional language skills are a plus, especially for global client engagements.

Additional Requirements (but not essential)

• Certifications in Business Analysis (e.g., CBAP, BCS), Stakeholder Management, or Change Management are advantageous, but not mandatory.
• ServiceNow certifications (e.g., CSA, CIS–Risk and Compliance) are preferred but not mandatory.
• Experience in regulated or complex enterprise environments (e.g., financial services, healthcare, public sector) is a strong plus.