Business Analyst

Senior Business Analyst (ServiceNow Transformation & Operating Model) Longterm contract Inside IR35 Role Overview We are seeking an experienced ServiceNow Business Analyst to support a large-scale enterprise transformation programme focused on modernising IT Service Management and Operational Management capabilities. This role will be central to driving business process alignment, simplifying legacy workflows, and enabling a scalable, standards-led ServiceNow operating model aligned to CSDM and ITIL best practices. The successful candidate will work closely with business stakeholders, enterprise architects, platform owners, security teams, and delivery partners to ensure the new platform design supports operational efficiency, governance, automation, and long-term maintainability while minimising unnecessary customisation. Key Responsibilities • Lead discovery workshops and stakeholder interviews across business, infrastructure, operations, security, and support teams to gather and validate business requirements • Translate business needs into clear functional requirements, user stories, process flows, and acceptance criteria aligned to out-of-the-box (OOTB) ServiceNow capabilities • Support enterprise adoption of Common Service Data Model (CSDM) standards, including service taxonomy, application/service mapping, CI relationships, ownership models, and reporting structures • Analyse existing ITSM/ITOM processes, service catalogues, workflows, and integrations to identify opportunities for simplification, standardisation, and automation • Collaborate with solution architects and platform teams to reduce technical debt and rationalise legacy customisations • Ensure end-to-end traceability between business requirements, solution design, development, testing, and deployment activities • Facilitate backlog refinement, sprint planning support, and prioritisation activities within agile delivery frameworks • Support testing strategy, User Acceptance Testing (UAT), defect management, and business readiness activities • Produce high-quality documentation including process maps, operating procedures, governance artefacts, training materials, and BAU handover documentation • Act as a trusted advisor between technical and non-technical stakeholders, ensuring alignment across delivery streams and operational teams Required Experience & Skills • 8–12+ years of Business Analysis experience within enterprise-scale digital transformation or IT service transformation programmes • Strong hands-on experience delivering ServiceNow ITSM and/or ITOM implementations, upgrades, or re-platforming initiatives • Solid understanding of ITIL service management processes including Incident, Problem, Change, Request, CMDB, Asset, and Service Configuration Management • Experience supporting CSDM adoption and CMDB governance initiatives • Proven ability to work within agile and hybrid delivery environments across multiple release cycles and environments • Strong stakeholder engagement, workshop facilitation, and requirements management skills • Experience using tools such as Jira, Confluence, Visio, Azure DevOps, or equivalent delivery and documentation platforms • Excellent analytical, communication, and documentation capabilities with strong attention to detail • Experience working within regulated or complex enterprise environments preferred Desirable Skills • Exposure to Service Mapping, Discovery, Event Management, or Cloud Operations within ServiceNow • Understanding of governance, risk, compliance, or security-aligned operational processes • Experience supporting organisational change, process transformation, and operating model improvements • Familiarity with integration ecosystems and enterprise architecture principles