ServiceNow - Business Analyst

Service Now - Business Analyst

6 months

Knutsford - 2 / 3 days on site

Inside IR35 - Umbrella only

Role description

We are seeking a highly skilled Service Now Business Analyst to support the ongoing optimisation, governance, and strategic evolution of our Service Now platform. This role requires strong analytical capability, business acumen, and a deep understanding of digital workflows and enterprise service management. The ideal candidate will drive process improvements, support risk and control frameworks, and ensure our Service Now solutions align with strategic business objectives.

Key Responsibilities

Business Analysis & Requirements Gathering

Lead end-to-end business analysis activities, including discovery, requirements elicitation, documentation, and validation.
Translate business needs into clear functional designs, user stories, and acceptance criteria for Service Now development teams.
Facilitate workshops with stakeholders to analyse current processes, pain points, and opportunities for improvement.

Risk Management, Reporting & Controls

Support enterprise risk and control frameworks by analysing operational risks and designing supporting Service Now processes and dashboards.
Develop and maintain risk management reporting, ensuring accuracy, clarity, and alignment with governance standards.
Evaluate control effectiveness in Service Now workflows and recommend enhancements to strengthen compliance and risk mitigation.

Business Process Re‑Engineering (BPR) & Process Improvement

Assess existing operational and Service Now-enabled processes, identifying inefficiencies or gaps.
Design and implement process improvements that enhance user experience, efficiency, and service quality.
Re-engineer business workflows to leverage Service Now best practices and maximise platform capabilities.

Change & Transformation

Act as a key contributor to digital transformation initiatives, ensuring Service Now solutions support organisational change goals.
Support change management activities, including communications, training materials, and stakeholder engagement.
Champion adoption of new or enhanced Service Now capabilities across the business.

Strategic Thinking & Business Acumen

Collaborate with leaders to understand business strategies and translate them into Service Now roadmap requirements.
Identify opportunities for digital automation and workflow optimisation that drive strategic value.
Provide insights that inform platform governance, demand prioritisation, and long-term Service Now planning.

Professional Collaboration

Partner closely with technical teams, developers, testers, and product owners to ensure successful delivery of enhancements and projects.
Build strong relationships with stakeholders across business units, acting as a trusted advisor on process and platform improvements.
Communicate complex ideas clearly through written communication, presentations, and documentation.

Essential skills and experience

Strong understanding of Service Now modules, capabilities, and platform configuration principles.

Excellent analytical and problem solving skills.
Expertise in business process analysis, process modelling, and workflow design.
Demonstrated experience in risk management, risk reporting, and control frameworks.
Strong written and verbal communication skills.
Practical experience with change management methodologies.
Proven ability to collaborate across multi-disciplinary teams