ServiceNow - Business Analyst
6 months
Knutsford - 2 / 3 days on site
Inside IR35 - Umbrella only
Role description
We are seeking a highly skilled ServiceNow Business Analyst to support the ongoing optimisation, governance, and strategic evolution of our ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow processes and dashboards.
- Develop and maintain risk management reporting, ensuring accuracy, clarity, and alignment with governance standards.
- Evaluate control effectiveness in ServiceNow workflows and recommend enhancements to strengthen compliance and risk mitigation.
Business Process Re‑Engineering (BPR) & Process Improvement
- Assess existing operational and ServiceNow-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 ServiceNow best practices and maximise platform capabilities.
Change & Transformation
- Act as a key contributor to digital transformation initiatives, ensuring ServiceNow solutions support organisational change goals.
- Support change management activities, including communications, training materials, and stakeholder engagement.
- Champion adoption of new or enhanced ServiceNow capabilities across the business.
Strategic Thinking & Business Acumen
- Collaborate with leaders to understand business strategies and translate them into ServiceNow 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 ServiceNow 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 ServiceNow 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.
