Business Analyst - ServiceNow ITSM

Overview

We are seeking a seasoned Business Analyst for a 12-month contract to support a global life sciences client. The role requires extensive expertise in ServiceNow ITSM and a deep understanding of business processes within ITSM frameworks, aligned with ITIL best practices.

Key Responsibilities

• Engage with business and technical stakeholders to gather, analyse, and document comprehensive requirements.
• Lead workshops to acquire detailed insights and ensure alignment with business needs.
• Develop user stories and define acceptance criteria to guide development efforts.
• Design and document current and future ITSM processes to improve operational effectiveness.
• Partner with architects and developers to translate business requirements into actionable technical solutions.
• Support testing phases, including UAT, to validate implementations meet business objectives.
• Maintain thorough documentation of service catalogues, processes, and related knowledge articles.
• Identify opportunities for process optimization and continuous improvement initiatives.
• Communicate regularly on project status, including risks, dependencies, and key decisions to stakeholders.

Required Qualifications and Skills

• Proven experience with ServiceNow ITSM implementations and configurations.
• Strong background in business analysis with demonstrated ability to gather and document detailed requirements.
• Expertise in stakeholder engagement and workshop facilitation.
• Competent in creating detailed user stories and acceptance criteria aligned with ITSM processes.
• In-depth understanding of ITIL best practices and ITSM process design.
• Experience supporting UAT and testing activities.
• Excellent verbal and written communication skills to liaise effectively across teams.
• Track record of driving process improvements.

Additional Details

This position offers remote work flexibility with a daily rate of £500, falling outside IR35 regulations. The contract duration is set for 12 months, providing a stable engagement period for the right candidate.