ServiceNow Senior Business Analyst
Listed on 2026-11-01
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IT/Tech
IT Business Analyst, Business Systems & Technology Analysis -
Business
Business Systems & Technology Analysis
Salt is partnering with a leading global technology consultancy seeking an experienced Service Now Senior Business Analyst to support enterprise Service Now implementation and transformation programmes. The successful candidate will act as the key link between business stakeholders, technical delivery teams and Service Now architects, ensuring business requirements are effectively translated into practical, scalable platform solutions. This position requires strong Service Now ITSM functional knowledge, excellent stakeholder management skills and extensive experience supporting end-to-end Service Now implementations.
Key Responsibilities- Lead requirements-gathering workshops with business and technical stakeholders.
- Analyse existing business processes and identify opportunities for improvement and automation.
- Translate business requirements into detailed functional specifications and Service Now user stories.
- Produce Business Requirements Documents (BRDs), Functional Specification Documents (FSDs) and acceptance criteria.
- Conduct process mapping, gap analysis and requirements validation.
- Collaborate with Service Now Architects and Developers to ensure solutions align with business needs.
- Support ITSM process standardisation and ITIL-aligned service management practices.
- Facilitate stakeholder discussions and solution design workshops.
- Support Agile delivery, sprint planning, backlog refinement and user story validation.
- Coordinate User Acceptance Testing (UAT), defect resolution and business sign-off.
- Support go-live activities, change management and user adoption.
- 7-10+ years of experience in Business Analysis, ITSM consulting or related functions.
- Minimum 3-5 years of Service Now implementation experience.
- Strong functional understanding of Service Now ITSM.
- Good knowledge of ITIL v4 processes and service management principles.
- Proven experience with requirements elicitation, business process mapping and gap analysis.
- Experience producing BRDs, FSDs, workflows, user stories and acceptance criteria.
- Excellent workshop facilitation and stakeholder management skills.
- Experience supporting Agile/Scrum delivery environments.
- Hands‑on involvement in UAT, implementation and go‑live activities.
- Strong written and verbal communication skills.
Preferred Certifications ITIL v4. Service Now Certified System Administrator (CSA). ECBA, CBAP or PMI-PBA.
Salt is acting as an Employment Agency in relation to this vacancy.
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