Summary: The ServiceNow Senior Business Analyst is 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 to ensure the delivery of requirements and continuous improvement of processes. The position requires strong stakeholder management and leadership skills, along with a deep understanding of ServiceNow modules. The contract is set to run until June 30, 2025, with a hybrid working arrangement.

Key Responsibilities:

• Capture and define business requirements for the IT Service Management function.
• Lead ITSM customer working and focus groups to solicit requirements.
• Direct interaction with customers and development teams, both on and off-shore.
• Identify areas for process and tooling improvement.
• Produce functional specifications and test strategies.
• Coordinate user acceptance testing with stakeholders.
• Engage in continuous improvement of operating processes and toolsets.
• Utilize Agile methodologies, including SCRUM.
• Manage stakeholder relationships and project plans.
• Ensure compliance with regulatory requirements and internal policies.

Key Skills:

• Deep understanding of ServiceNow ITSM/ITOM functionalities.
• Experience with key modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue.
• Strong business and operational architecture design skills.
• Ability to lead complex business briefings with senior stakeholders.
• Proficient in business analysis tools and methodologies.
• Excellent communication and presentation skills.
• Experience in functional requirements analysis and documentation.
• Strong customer focus and relationship management skills.
• Ability to work collaboratively in a team environment.
• Knowledge of Agile methods and project management practices.

Salary (Rate): £511.29

City: Knutsford

Country: United Kingdom

Working Arrangements: Hybrid

IR35 Status: Inside IR35

Seniority Level: Senior

Industry: IT