Senior ServiceNow Business Analyst

Primary focus

ServiceNow business analysis across enterprise service management workstreams. Senior consulting BA, customer engagement, change enablement and project coordination

Role overview

We are looking for an experienced Senior ServiceNow Business Analyst to support an enterprise service management transformation. The role may include Workplace Services and facilities-related processes, but it is not limited to that area. The successful candidate should be able to work across different ServiceNow modules, service-management processes and business functions as priorities evolve.

This is a senior, customer-facing consulting role combining business analysis, process discovery, change enablement and project coordination. The successful candidate will work closely with customer stakeholders, business users, internal team members, the ServiceNow platform team, programme leadership, vendors and technical implementation partners to translate operational needs into clear, agreed and implementable requirements.

Key responsibilities Business analysis and requirements management

Lead discovery sessions with business stakeholders, service owners, operational teams, platform teams, vendors and other relevant groups to understand current processes, pain points, requirements and desired outcomes.
Gather, analyse, document and prioritise business and functional requirements across relevant ServiceNow modules and enterprise service-management workstreams.
Translate business needs into clear requirements, process definitions, user journeys, catalogue items, forms, workflows and acceptance criteria for the technical implementation team.
Assess whether requests are complete, practical and implementation-ready before they reach the ServiceNow platform and technical delivery teams.

Process transformation and change enablement

Help business users understand the broader value of ServiceNow beyond individual functions such as desk booking.
Support the transition from manual, spreadsheet-based and locally managed processes to standardised digital workflows.
Work with stakeholders to define the future user and service experience.
Identify organisational and people impacts arising from the new platform and processes.
Support stakeholder engagement, communications, demonstrations, training preparation and adoption activities.
Act as a change champion and address adoption risks or resistance with programme leadership.

Project coordination and delivery support

Provide day-to-day delivery support to the programme manager and own agreed project activities.
Coordinate workshops, requirement reviews, decision forums and follow-up actions.
Track requirements, dependencies, risks, issues and decisions across the workstream.

Potential future workstreams

Application support teams moving from different tools and locally managed processes into ServiceNow.
Harmonisation of application support workflows and service processes.
Improvements to ITSM catalogue items, forms and supporting workflows.
Knowledge-management approaches and knowledge articles.
Exploration of capabilities such as Now Assist.
Additional enterprise service management use cases identified by the ServiceNow platform team.

Required experience and skills

Strong experience as a Senior Business Analyst within ServiceNow, IT service management, enterprise service management or technology-enabled transformation programmes.
Demonstrable experience gathering and documenting requirements across multiple stakeholder groups and locations.
Practical understanding of ServiceNow as an enterprise workflow and service-management platform.
Experience translating business requirements into processes, workflows, catalogue items, forms, user stories and acceptance criteria.
Strong process-mapping and future-state process-design capabilities.
Experience working with technical implementation teams, system integrators and platform owners.
Proven ability to facilitate workshops, manage competing perspectives and build stakeholder consensus.
Experience supporting organisational change, user adoption and process transformation.
Ability to work effectively with business teams that may have limited technical or ServiceNow knowledge.
Strong project coordination skills, including action, risk, issue, dependency and decision management.
Excellent written and verbal communication skills, with confidence engaging senior stakeholders and challenging incomplete requirements constructively.
Excellent customer relationship management skills, with the maturity to engage senior customer stakeholders, manage expectations and maintain confidence during periods of uncertainty.
Ability to work effectively in ambiguous transformation environments where scope, priorities, operating models and ownership may continue to evolve.

Desirable experience

Experience with ServiceNow Workplace Service Delivery, facilities-management transformation or other enterprise service-management modules.
Exposure to ServiceNow ITSM, service catalogues, case management, knowledge management or application support onboarding.
Understanding of workplace, facilities, ITSM, application support, service catalogue, case management or other ServiceNow-enabled business processes.
Experience supporting global or multi-location transformation programmes.
Familiarity with migration from Excel, SharePoint, Jira or other fragmented tools into standardised ServiceNow workflows.
Experience in a regulated financial-services or insurance environment.
Relevant qualifications such as CBAP, BCS Business Analysis, Prosci or ServiceNow certifications.

Key stakeholder relationships

Workplace Services and facilities stakeholders
Local office managers
Infrastructure programme leadership
ServiceNow platform ownership and enterprise service management teams
Application support teams
Business change and adoption stakeholders
Technical ServiceNow implementation partner
Internal project and programme management teams

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Senior ServiceNow Business Analyst

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