Summary: The ServiceNow Senior Business Analyst is responsible for capturing and defining business requirements within the IT Service Management function, focusing on the ServiceNow ITOM platform. This role involves direct interaction with customers and development teams, leading working groups, and ensuring that deliverables align with requirements throughout the project lifecycle. The analyst will also engage in continuous improvement of processes and tools while adhering to Agile methodologies.

Key Responsibilities:

• Capture and define business requirements for ITSM/ITOM tools and processes.
• Lead ITSM customer working groups to solicit requirements.
• Engage with customers and development teams to identify process improvements.
• Produce functional specifications and test strategies.
• Coordinate user acceptance testing with stakeholders.
• Participate in continuous improvement initiatives for operating processes.
• Utilize Agile methodologies, including Scrum, in project execution.
• Manage stakeholder relationships and project dependencies.
• Ensure compliance with regulatory requirements and internal policies.

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 communication and presentation skills.
• Ability to lead complex business briefings with senior stakeholders.
• Experience in functional requirements analysis and documentation.
• Knowledge of business and operational architecture design.
• Ability to manage trade-offs within time, cost, and quality constraints.
• Strong customer focus and relationship management skills.

Salary (Rate): 511.29

City: Knutsford

Country: United Kingdom

Working Arrangements: Hybrid

IR35 Status: Inside IR35

Seniority Level: Mid-Level

Industry: IT