Job Title: ServiceNow Business Analyst
Location: London, London
Posting Start Date: 5/5/26
Role Summary
The Business Analyst (BA) will play a critical role in the ServiceNow re-implementation programme, acting as the link between business stakeholders and the delivery team. The role focuses on eliciting, analysing, and validating requirements to ensure the new ServiceNow instance aligns to CSDM, minimises customisation, and supports efficient BAU operations in a regulated enterprise environment.
Key Responsibilities
- Facilitate workshops with business, IT, and security stakeholders to capture functional and non-functional requirements
- Document and maintain requirements, user stories, and acceptance criteria aligned to OOTB ServiceNow capabilities
- Support CSDM adoption by defining service constructs, relationships, and reporting requirements
- Work with architects and process owners to rationalise legacy catalog workflows and unwind unnecessary customisations
- Ensure traceability from requirements through design, build, testing, and UAT
- Support UAT planning, execution, defect triage, and business sign-off
- Contribute to knowledge transfer activities and BAU handover documentation
Experience & Skills
- Hands‑on experience as a Business Analyst on enterprise IT transformation programmes
- Proven experience with ServiceNow ITSM and/or ITOM implementations or re-implementations
- Strong understanding of ITIL processes and service management concepts
- Experience working in agile delivery models and multi‑environment release cycles
- Excellent stakeholder communication, documentation, and facilitation skills
Certifications (Preferred)
- ITIL v4 Foundation or higher
- ServiceNow fundamentals or implementation exposure
- Agile / Scrum BA certification (desirable)
Job Title: ServiceNow Business Analyst
Location: London, London
Posting Start Date: 5/5/26
Role Summary
The Business Analyst (BA) will play a critical role in the ServiceNow re-implementation programme, acting as the link between business stakeholders and the delivery team. The role focuses on eliciting, analysing, and validating requirements to ensure the new ServiceNow instance aligns to CSDM, minimises customisation, and supports efficient BAU operations in a regulated enterprise environment.
Key Responsibilities
- Facilitate workshops with business, IT, and security stakeholders to capture functional and non-functional requirements
- Document and maintain requirements, user stories, and acceptance criteria aligned to OOTB ServiceNow capabilities
- Support CSDM adoption by defining service constructs, relationships, and reporting requirements
- Work with architects and process owners to rationalise legacy catalog workflows and unwind unnecessary customisations
- Ensure traceability from requirements through design, build, testing, and UAT
- Support UAT planning, execution, defect triage, and business sign-off
- Contribute to knowledge transfer activities and BAU handover documentation
Experience & Skills
- Hands‑on experience as a Business Analyst on enterprise IT transformation programmes
- Proven experience with ServiceNow ITSM and/or ITOM implementations or re-implementations
- Strong understanding of ITIL processes and service management concepts
- Experience working in agile delivery models and multi‑environment release cycles
- Excellent stakeholder communication, documentation, and facilitation skills
Certifications (Preferred)
- ITIL v4 Foundation or higher
- ServiceNow fundamentals or implementation exposure
- Agile / Scrum BA certification (desirable)
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