Summary: The ServiceNow Senior Business Analyst will be responsible for capturing and defining business requirements within the IT Service Management function, specifically focusing on the ServiceNow ITOM platform. This role involves direct interaction with customers and development teams, leading working groups, and ensuring the delivery of requirements throughout the project lifecycle. The analyst will also engage in continuous improvement initiatives and stakeholder management. The position is a contract role running until June 30, 2025, based in Knutsford with a hybrid working arrangement.

Key Responsibilities:

• Capture and define business requirements for ITSM/ITOM tools and processes.
• Lead ITSM customer working groups to solicit requirements.
• Direct interaction with customers and development teams.
• Identify areas for process and tooling improvement.
• Produce functional specifications for target state processes.
• Coordinate user acceptance testing with stakeholders.
• Engage in continuous improvement of operating processes and toolsets.
• Utilize Agile methods, including SCRUM, in project management.
• Ensure compliance with regulatory requirements and internal policies.
• Lead complex business briefings with senior stakeholders.

Key Skills:

• Deep understanding of ServiceNow ITSM/ITOM platform.
• Experience with key modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue.
• Proficient in business analysis tools and methodologies.
• Strong stakeholder management and leadership skills.
• Excellent communication and presentation abilities.
• Experience in functional requirements analysis and documentation.
• Ability to manage trade-offs within time, cost, and quality constraints.
• Collaborative team working skills.
• Customer-focused approach to relationship management.

Salary (Rate): 538.65

City: Knutsford

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT