ServiceNow Business Analyst at CODA Technology Services, United Kingdom, £Contract Rate

I am seeking a ServiceNow ITSM Business Analyst to join a global retail organisation on a major ServiceNow transformation. Initial 6 month contract position (Outside IR35) to start as soon as possible.

We need someone with a strong understanding of the ServiceNow platform who can act as the bridge between business stakeholders including senior stakeholders, IT teams, and the ServiceNow platform function. You will be responsible for gathering and challenging requirements, facilitating workshops, redesigning processes, and translating business needs into clear user stories and functional requirements that align with ServiceNow best practices.

Key Responsibilities:

• Lead requirements gathering workshops with business and IT stakeholders
• Analyse, challenge and refine business requirements
• Translate requirements into user stories, acceptance criteria and functional specifications
• Support the design and optimisation of ITSM processes
• Work closely with the ServiceNow Platform Owner and Delivery Teams
• Ensure solutions align with platform governance and minimising unnecessary customisation
• Manage and prioritise demand from multiple stakeholder groups
• Act as the key liaison between business and technical teams

Essential Skills & Experience

• Proven experience as a ServiceNow ITSM Business Analyst (must have ITSM experience)
• Strong knowledge of: Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalogue Management, Configuration Management and CMDB
• Experience working on ServiceNow transformation programmes
• Strong requirements elicitation and workshop facilitation skills
• Experience creating user stories, process maps and functional requirements
• Excellent stakeholder management skills across business and technical teams
• Understanding of ServiceNow governance, platform standards and best practices
• Ability to challenge requirements and drive effective outcomes.

Desirable Skills & Experience

• ServiceNow certifications (CSA or other relevant certifications)
• Experience in global ServiceNow implementations / rollouts
• ITIL certification or strong ITIL knowledge
• Experience working in enterprise environments.

This role requires working Europe/UK time zone.

If this role sounds interesting, please contact me for more information and a discussion.

Many thanks

Steve