ServiceNow Business Analyst - Modern Workplace

Job Opportunity:
Service Now Business Analyst - Modern Workplace

Location:

Leeds or Edinburgh (2 days per week onsite)

Contract:

12 months

Rate: £550 per day (umbrella)

Join our client’s Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernise IT@LBG workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic Service Now transformations.

• Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs.
• Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions.
• Align work across Catalogue, ITSM, and Employee Centre journeys with STL’s transformation themes like guided self‑service and catalogue simplification.

• Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas.
• Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change.

• Work closely with Product Owners to maintain a healthy backlog and support PI planning.
• Assist in estimation, sequencing, and readiness of work across Service Now releases and SAFe increments.
• Create traceability between business needs, stories, test expectations, and operational value.

• Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service.
• Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys.
• Support labs with metrics definition and benefit tracking across key STL journeys.

• Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys.
• Help squads simplify, automate, and optimise Service Now workflows and colleague interactions.

• Proven experience as a Business Analyst in a digital, service, or technology environment.
• Experience with Service Now and developer experience.
• Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing.
• Ability to work within Agile/SAFe delivery structures while juggling multiple work streams.
• Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines.
• A user-centred mindset grounded in data, clarity, and delivering measurable colleague and operational value.

• Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., IT@LBG, Devices, Knowledge Management, M365 integrated journeys).
• Knowledge of journey mapping tools and techniques or collaboration with Service Design teams.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.