Location: Knutsford Job Type: Contract Industry: Business Transformation Job reference: BBBH389670_1742311354 Posted: 13 minutes ago
Role Title: ServiceNow Senior Business Analyst
Duration: contract to run until 30/06/2025
Location: Knutsford, Hybrid 2/3 days per week
Rate: up to £511.29 p/d Umbrella inside IR35
Role purpose / summary
Overall purpose of role Business Analyst responsible for capturing & defining business requirements and ensuring delivery of those requirements within the IT Service Management function with a focus on the ServiceNow ITOM platform.
Key Skills/ requirements
1. Understand the current as is processes
2. Requirement specification for enhancement requests for existing ITSM/ITOM tools and processes
3. Leading various ITSM customer working and focus groups to solicit requirements
4. Direct interaction with customers as well as on and off-shore development teams
5. Identify areas of process and tooling improvement
6. Ensure gaps are clearly defined and assessed
7. Functional specification of target state processes
8. Work closely with the development teams throughout all phases
9. Produce test strategies and engage actively in the testing phase
10. Coordinate user acceptance testing with key project stakeholders to ensure deliverables align to requirements
11. Work closely with BA's in other ITSM streams
12. Take an active role in customer and stakeholder engagement sessions
13. Take respective ownership throughout the project lifecycle
14. Ongoing involvement in continuous improvement of operating process and toolset enhancement
15. Conversant with Agile methods including SRUM
Stakeholder Management and Leadership
16. Holds working knowledge in concepts and practices of Leadership
17. Develops basic presentations to influence others
18. Contributes to and encourages ideas; builds on suggestions of others
19. Inspires confidence by making and honouring commitments; demonstrates initiative and competence; communicates a vision and strategy of own role Management
20. Holds working knowledge in concepts and practices of Management
21. Can identify and map stakeholders of the project
22. Demonstrates initiative and competence; supports and encourages positive working behaviours in others
23. Effectively delegates tasks; provides examples of own ability to shift well from task to task
24. Experienced in working in a team, creating and managing project plans
25. Knows the objectives, initiatives and issues of their team & department and can use this to prioritise work Decision-making and Problem Solving
26. Can identify common types of risks / issues and where project dependencies exist; maintains simple RAID
27. Can engage with stakeholders of relevant business areas and take decisions Risk and Control Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards. Person Specification
Essential Skills/Basic Qualifications:
28. Should have a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform
29. Exposure to the following key modules are required: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
30. Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
31. In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported
Desirable skills/Preferred Qualifications:
32. Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
33. Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
34. Can manage the trade-offs of business analysis within time / cost / quality constraints
35. Is up to date with developments in individual area of expertise Business Knowledge
36. Has good general knowledge with some detailed knowledge of products/functions outside of day to day area supported
37. Can engage with stakeholders of relevant business areas
38. Demonstrates a good end to end understanding of the systems processing for the business area & relationships Technical Had a deep and broad understanding of how ServiceNow delivers ITSM/ITOM to the organisation and able to align business requirements to the specific way these are implemented within that platform. Exposure to the follow key modules is required
39. Incident/Problem/Change/CMDB/Knowledge/Service (Request) Catalog
40. Business Service Models Communication Expresses self in a knowledgeable, coherent and confident manner in a variety of situations
41. Articulates concepts in day-to-day situations or in presentations to audiences at all levels
42. Clearly defines the purpose of formal discussions (e.g. via one-on-ones, group meetings)
43. Responds quickly and thoroughly to questions by providing information appropriately
44. Presents information in a clear, concise, easily understood manner
45. Recognizes those who need or could benefit from information and shares it accordingly Functional Analysis
46. Has significant experience with major activities, tasks and deliverables of functional requirements analysis
47. Experienced with preparing detail-level documentation of functional and non-Functional requirements
48. Able to lead functional requirement walk-through and quality reviews
49. In-depth knowledge of available graphical tools, techniques and interfaces (i.e. Visio, PowerPoint)
50. Experience in evaluating document effectiveness (accuracy, themes, readability, visual impact) Business Analysis: Advanced knowledge of business analysis methodologies
51. Experienced in business and operational architecture design with a solid understanding of implications on adjacent business areas
52. Very good knowledge of how to define/derive business requirements and specifications and able to contribute insights in discussions with senior stakeholders
53. In-depth knowledge of the breadth of services and products offered by Service Management and the business areas supported
54. Understands the organisations goals, direction and strategies
55. Is up to date with developments in individual area of expertise
56. Can lead complex business briefings with senior stakeholders and able to shape complex solution definitions
57. Very proficient knowledge of the available business analysis tools and templates, able to guide others and able to evaluate possible other relevant tools and templates
58. Can manage the trade-offs of business analysis within time / cost / quality constraints Team Working Works collaboratively with others, achieving a greater contribution by working together rather than alone:
59. Expresses positive expectations of others in their ability to reach group or team goals Customer Focus Establishes and maintains effective relationships with clients and gains their trust and respect
60. Actively seeks to understand customer requirements and expectations
61. Builds strong relationships with their stakeholders and promotes the work of their department
62. Works in partnership with the customer to enhance systems and processes to help generate more business
63. Involves senior leaders in projects at appropriate times to show department's commitment to its customers
All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!