Summary: The Senior Business Analyst will play a crucial role in capturing and defining business requirements within the IT Service Management function, focusing on the ServiceNow ITOM platform. This position involves leading workshops, collaborating with development teams, and ensuring the delivery of enhancements to ITSM tools and processes. The role requires strong stakeholder management and decision-making skills to align business objectives with technical capabilities. The contract is for an initial six months with potential extensions.

Key Responsibilities:

• Understand and document current "as is" processes.
• Create requirement specifications for enhancements to ITSM/ITOM tools and processes.
• Lead customer workshops and focus groups to gather requirements.
• Collaborate directly with customers and on/offshore development teams.
• Identify and assess gaps in processes and tooling, providing clear documentation.
• Define "target state" processes through functional specifications.
• Partner with development teams throughout the project life cycle.
• Develop test strategies and actively engage in the testing phase.
• Coordinate user acceptance testing (UAT) with project stakeholders.
• Collaborate with Business Analysts in other ITSM streams to ensure alignment.
• Maintain ownership and accountability throughout the project life cycle.
• Continuously improve operating processes and tools.
• Work within Agile frameworks, including Scrum.
• Present ideas effectively to influence and guide stakeholders.
• Build and maintain strong relationships with senior stakeholders.
• Confidently challenge requests to ensure alignment with business objectives.
• Manage stakeholder expectations while driving positive collaboration.
• Identify risks, issues, and dependencies within projects and maintain RAID logs.
• Engage stakeholders effectively to facilitate informed decision-making.
• Ensure full compliance with regulatory requirements and internal policies.

Key Skills:

• Strong expertise in ServiceNow ITSM/ITOM, with hands-on experience in modules such as Incident, Problem, Change Management, CMDB, Knowledge Management, and Service Catalogue.
• Proven ability to align business requirements with platform capabilities.
• Experience in business and operational architecture design.
• Comprehensive understanding of IT Service Management processes and business areas.
• Ability to lead complex business discussions and shape solutions with senior stakeholders.
• Strong knowledge of business analysis tools and techniques, including Visio and PowerPoint.
• Familiarity with Agile and Waterfall methodologies.
• Experience managing trade-offs within time, cost, and quality constraints.

Salary (Rate): £550

City: Knutsford

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Senior

Industry: Finance