ServiceNow Senior Business Analyst

We are seeking an experienced and dynamic Service Now Senior Business Analyst in the US to join our growing team. The ideal candidate will have a strong and proven background in IT service management and a proven track record of implementation and optimizations for clients. This role involves working closely with clients to understand their business needs, providing strategic guidance, and leading project teams to implement effective Service Now solutions

RESPONSIBILITIES

Stakeholder Engagement & Communication

• Collaborate with stakeholders to assess business requirements, translating them into effective Service Now solutions
• Conduct workshops and training sessions to gather requirements and educate stakeholders on Service Now best practices and functionalities
• Manage communication between business stakeholders and technical teams and deal with any challenges that arise
• Foster strong relationships with clients, becoming a trusted advisor for their Service Now initiatives

• Lead the design, configuration and implementation of Service Now applications and modules, including but not limited to ITSM and ITOM
• Analyze current business processes and identify opportunities for improvements and automation through Service Now
• Provide expert guidance on ITIL processes and best practices, ensuring alignment with Service Now capabilities
• Stay current with Service Now updates and best practices, recommending enhancements and new features to clients

• Review the analysis of data requirements to ensure that appropriate data models have been designed
• Review data mapping and transformation requirements for integrations
• Ensure that test plans and test cases based on project requirements have been created and implemented to ensure comprehensive test coverage
• Ensure that appropriate user acceptance testing (UAT) has been created and implemented including training sessions for end-users to ensure successful implementation of Service Now solutions
• Ensure that the team collaborates with development teams to resolve identified defects and ensure that changes and updates are aligned with project deliverables

• Consolidate key performance indicators (KPIs) related to Service Now usage and effectiveness to present to the client in a way that is clear, concise and impactful
• Act as a mentor and coach to junior consultants, providing guidance and support in their professional development

• Bachelor's degree in Business Administration, Information Technology, or a related field
• Service Now certifications preferable (e.g., CSA, CAD)
• Agile methodology qualifications preferable
• ITIL certifications preferable

• Translates business requirements into effective Service Now solutions. Leads the design, configuration, and implementation of Service Now modules including ITSM and ITOM. Applies deep understanding of ITIL processes to ensure platform alignment.

• Evaluates current business processes to identify opportunities for improvement and automation. Reviews data models, mapping, and transformation requirements to support integrations and ensure solution integrity.

• Communicates clearly and respectfully across technical and non-technical audiences. Collaborates effectively within delivery teams and with stakeholders.

• Facilitates workshops and training sessions to gather requirements and educate stakeholders. Acts as a key liaison between business and technical teams, resolving challenges and ensuring clarity. Builds trusted relationships with clients and internal teams.

• Mentors junior consultants, supporting their growth and development. Consolidates KPIs to present insights clearly and impactfully. Stays current with Service Now updates and recommends enhancements to improve client outcomes.

• Works inclusively and respectfully within cross-functional teams.

• 5+ years' experience as a Business Analyst, preferably within IT service management consulting, with a focus on Service Now implementations
• Experience with ITIL framework and best practices

• Competitive salary and performance-based bonuses
• Group Pension scheme with employer contribution
• Comprehensive health insurance, and death in service cover
• Opportunities for professional development and training
• Opportunities for business travel