Business Analyst - GenAI

Summary: The Business Analyst - GenAI role involves capturing and defining business requirements related to Generative AI capabilities within the IT Service Management function. The position requires collaboration with governance teams and cross-functional teams to ensure successful delivery of AI-driven solutions. The analyst will also develop technical expertise in GenAI and monitor AI solution performance to align with business goals. This hybrid role is based in Knutsford and requires active engagement with stakeholders throughout the project lifecycle.

Key Responsibilities:

• Accountable for capturing Gen AI requirement specifications for enhancement requests for existing ITSM/ITOM tools and processes within agreed timeframes.
• Develop technical expertise in GenAI capabilities, specifically to become a subject matter expert on LLMs and transferring skills across the wider team as they are needed to support the strategic use of GenAI.
• Work closely with our governance teams to complete governance required documentation to ensure that approvals can be achieved to support delivery our GenAI objectives.
• Analyse business needs, identify opportunities, and recommend AI-driven solutions.
• Collaborate with cross-functional teams to design and implement Generative AI projects.
• Translate complex AI models and outputs into actionable business insights.
• Develop detailed business requirements, process models, and documentation.
• Monitor AI solution performance, ensuring alignment with business goals.
• Stay updated on the latest trends in Generative AI to inform strategic decisions.
• Direct interaction with customers - as well as on and offshore development teams.
• Identify areas of process and tooling improvement.
• Ensure gaps are clearly defined and assessed.
• Work closely with the development teams throughout all phases.
• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements.
• Work closely with BAs 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.

Key Skills:

• Proven experience of working as a business analyst to drive out and capture business processes and requirements.
• A driven and motivated person that can work across multiple streams of work to deliver a high standard of products.
• 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 IT Service Management and the business areas supported.
• Proven experience of working with GenAI and has an understanding of governance requirements of LLMs and the implications of risks and issues connected with GenAI.

Salary (Rate): £500 per day

City: Knutsford

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT

Detailed Description From Employer:

Role Title: Business Analyst - GenAI
Location: Hybrid 2 to 3 days in office - Knutsford
Duration: 17/12/2025
Rate: £500 per day - PAYE via Umbrella

Role Description:
Business Analyst responsible for capturing & defining business requirements and governance related materials ensuring delivery of those requirements within the IT Service Management function ServiceNow Generative AI capabilities.

Key Accountabilities:

• Accountable for capturing Gen AI requirement specifications for enhancement requests for existing ITSM/ITOM tools and processes within agreed timeframes.
• Develop technical expertise in GenAI capabilities, specifically to become a subject matter expert on LLMs and transferring skills across the wider team as they are needed to support the strategic use of GenAI.
• Work closely with our governance teams to complete governance required documentation to ensure that approvals can be achieved to support delivery our GenAI objectives.
• Analyse business needs, identify opportunities, and recommend AI-driven solutions.
• Collaborate with cross-functional teams to design and implement Generative AI projects.
• Translate complex AI models and outputs into actionable business insights.
• Develop detailed business requirements, process models, and documentation.
• Monitor AI solution performance, ensuring alignment with business goals.
• Stay updated on the latest trends in Generative AI to inform strategic decisions.
• Direct interaction with customers - as well as on and offshore development teams
• Identify areas of process and tooling improvement.
• Ensure gaps are clearly defined and assessed.
• Work closely with the development teams throughout all phases.
• Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements.
• Work closely with BAs 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.

Person Specification:

• Proven experience of working as a business analyst to drive out and capture business processes and requirements.
• A driven and motivated person that can work across multiple streams of work to deliver a high standard of products.
• 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 IT Service Management and the business areas supported.

Essential Skills / Basic Qualifications:

• Proven experience of working as a business analyst to drive out and capture business processes and requirements.
• Proven experience of working with GenAI and has an understanding of governance requirements of LLMs and the implications of risks and issues connected with GenAI.