ServiceNow Business Analyst - Contract

ABOUT THE ROLE

We are looking for a skilled and experienced ServiceNow Platform Business Analyst to join our client growing Technology & Digital Operations team. In this role, you will be the critical bridge between business stakeholders and technical delivery teams, ensuring that organisational needs are accurately captured, thoughtfully designed, and effectively implemented on the ServiceNow platform.

You will be expected to operate as a subject matter expert, driving platform adoption, process optimisation, and continuous improvement across the organisation.

CORE RESPONSIBILITIES

▸ Requirements Gathering & Analysis: Collaborate with stakeholders to define business needs and translate them into detailed functional specifications, user stories, and acceptance criteria.

▸ Process Mapping & Design: Analyse existing business workflows and re-engineer them for optimisation on the ServiceNow platform, ensuring adherence to best practices.

▸ Solution Definition: Work with architects and developers to design effective, scalable solutions, bridging the gap between requirements and technical implementation.

▸ Documentation & Training: Maintain process documentation, user stories, and support materials; conduct user training and workshops to drive platform adoption.

▸ Platform Support & Enhancement: Identify opportunities to improve existing ServiceNow functionality and manage enhancement requests (BAU).

▸ Workshop Facilitation: Facilitate stakeholder workshops to gather requirements and ensure alignment across cross-functional teams.

▸ Data Analysis: Utilise data analysis techniques to identify trends and inform decision-making.

▸ Cross-Team Collaboration: Engage with multiple teams and contribute to key decisions; provide solutions for your immediate team and across various teams.

QUALIFICATIONS & EXPERIENCE

▸ 4+ years of experience as a Business Analyst, with at least 2 years on ServiceNow-specific projects.

▸ Advanced proficiency in the ServiceNow Platform.

▸ Expertise in ITIL framework and ServiceNow modules including ITSM, HRSD, and CSM.

▸ Strong proficiency in Business Process Analysis Tools, Business Process Design, Requirements Analysis, and Business Model Strategy.

▸ Demonstrated ability to manage and facilitate workshops with diverse stakeholder groups.

▸ Proven experience in Agile methodologies and working within Agile delivery teams.

▸ Excellent written and verbal communication skills.

DESIRED CERTIFICATIONS

▸ ITIL Foundation Certification (or higher)

▸ ServiceNow Certified System Administrator (CSA)

▸ Business Analysis certification (e.g., CBAP, PMI-PBA, or equivalent)