Business Analyst; ServiceNow & Integrations

Job Title

Business Analyst (Service Now & Integrations)

12-month Contract

N/

IT Delivery - Business Analysis / Product Delivery Leadership

Europe

The Business Analyst (Service Now & Integrations) is accountable for leading end-to-end business analysis across Service Now capabilities and the connected service ecosystem. The role partners with senior stakeholders, Product Owners, Solution Architects, Service Operations, and delivery teams to translate business objectives into clear, testable requirements and process designs that improve service performance, user experience, and operational efficiency.

This position has a strong focus on Service Now (ITSM/CSM and related workflows) and the integrations that enable seamless service delivery across platforms including Salesforce Service Cloud, Azure Dev Ops, P2 Central, P2 Store, and Qbyte. The Senior BA owns discovery, requirements definition, process and data modelling, and validation activities-ensuring end-to-end scenarios are fully defined (events/triggers, data ownership and mappings, controls, auditability, operational monitoring, and support expectations).

The BA ensures delivery readiness by producing high-quality backlog artefacts (epics, features, user stories, acceptance criteria), driving stakeholder alignment and scope control, and leading business validation through UAT and operational acceptance. The role is expected to operate with minimal supervision, proactively manage dependencies and risks across teams, and ensure solutions are adopted, measurable, and supportable post-go-live.

• Stakeholder workshop outputs
• Process maps (as-is/to-be)
• Requirement specifications
• User stories and acceptance criteria
• Interface/data mapping requirements
• Non‑functional requirements
• UAT scenarios and sign‑off criteria
• Operational readiness inputs (runbooks, training, support model)

• Requirements leadership & stakeholder management
  • Lead discovery and requirements elicitation with senior stakeholders, SMEs, and operational teams.
  • Own requirements lifecycle management: capture, analyse, prioritise, validate, baseline, and manage change.
  • Translate business needs into delivery‑ready epics, features, user stories, and clear acceptance criteria.
  • Facilitate workshops, process walkthroughs, and decision‑making forums; drive alignment and scope clarity.
  • Act as a trusted advisor, challenging assumptions and ensuring solutions deliver measurable value.
• Process analysis & functional specification (Service Now)
  • Analyse current‑state processes and design target‑state workflows, defining roles, controls, SLAs, and KPIs.
  • Produce high‑quality functional specifications for Service Now configuration (data model, forms, workflow logic, notifications, SLAs, roles/permissions).
  • Ensure requirements reflect operational realities (support, triage, escalation, ownership, auditability).
  • Partner with architects and platform teams to ensure designs are feasible, secure, and maintainable.
• Integrations & interface requirements (core focus)
  • Define detailed requirements for integrations across Service Now ↔ Salesforce Service Cloud ↔ Azure Dev Ops ↔ P2 Central/P2 Store ↔ Qbyte.
  • Document data flows, ownership, and mappings (entities, fields, identifiers), plus events/triggers, frequency, latency, and throughput needs.
  • Specify non‑functional requirements: security, access control, logging, monitoring/alerting, resilience, error handling, reconciliation, and supportability.
  • Support solution teams with integration validation, end‑to‑end scenario definition, and operational acceptance criteria.
• Service intake alignment (Salesforce Service Cloud)
  • Define requirements for case intake, routing, and synchronisation between platforms (including email‑to‑case behaviours).
  • Capture requirements for attachment/file handling, ensuring downstream systems support visibility, access, and governance.
  • Align service process outcomes across tools so customers and support teams experience consistent, predictable handling.
• Agile delivery enablement (Azure Dev Ops)
  • Maintain and refine the product backlog with the Product Owner, ensuring…