ServiceNow Business Analyst - ITOM
Location: Cheshire - Hybrid working - 2/3 days a week onsite
Contract Type: 6 Month Contract - Inside IR35
We are looking for a skilled and motivated ServiceNow Business Analyst (ITOM) to join a growing technology team. You'll play a pivotal role in understanding, enhancing, and supporting IT Operations Management (ITOM) processes through the ServiceNow platform.
Key Responsibilities
* Analyse and document current "as-is" ITOM processes and identify enhancement opportunities
* Gather and define requirements for improvements to existing ITOM tools and workflows
* Facilitate customer working groups and focus sessions to capture business needs
* Engage directly with internal customers, offshore development teams, and key stakeholders
* Clearly define process gaps and help design target-state process improvements
* Translate business needs into functional specifications for development teams
* Drive and support all project phases from requirement gathering through to testing and delivery
* Develop test strategies, support UAT, and ensure alignment of outcomes to expectations
* Foster collaboration across ITOM BA streams and contribute to ongoing stakeholder engagement
* Take ownership across the full project lifecycle, driving continuous improvement
* Promote Agile best practices, including SCRUM methodologies
Essential Skills & Experience
* Deep understanding of ServiceNow ITOM functionality and how it supports enterprise IT operations
* Hands-on experience with key ServiceNow modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
* Strong business and operational architecture knowledge, with awareness of cross-functional impacts
* Expertise in designing and implementing business processes aligned to ServiceNow capabilities
* Proficient in Agile methodologies
Desirable Skills
* Ability to lead complex business discussions with senior stakeholders and shape innovative solutions
* Strong command of business analysis tools and templates, and the ability to guide junior team members
* Skilled in balancing priorities within time, cost, and quality constraints
* Up to date with industry trends and emerging technologies in ITOM and ServiceNow
If you are interested and looking for your next role, please apply with a copy of your CV, or email: emma.mayfield@investigo.co.uk
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