Business Analyst

Salary: £21,250 - 21,250 per year

Requirements:

• Solid background in Business Analysis with experience in Service Readiness or Service Transition
• Strong experience in documentation, workshop facilitation, and producing clear, structured deliverables such as process flows, impact assessments, SLAs, and support models
• Good understanding of ITIL principles
• Hands-on experience with ServiceNow
• Proven ability to coordinate multiple parallel workstreams and engage effectively with diverse stakeholder groups

Responsibilities:

• Capture and document business, service, and non-functional requirements
• Produce process flows, workflows, stakeholder maps, and impact assessments
• Facilitate workshops with subject matter experts, suppliers, and operational teams
• Document RACIs, SLAs/XLAs, support models, service boundaries, and catalogue item workflows
• Define service models for incident, major incident, problem, change, release, and access management
• Develop BAU handover documentation, including Known Errors, Knowledge Articles, and runbooks
• Capture monitoring and alerting needs, service hours, uptime targets, and recovery expectations
• Support supplier onboarding and offboarding and coordinate security, data protection, risk, and architecture inputs
• Pull everything together into a comprehensive, structured service design and readiness package
• Maintain risks, issues, and actions; assign owners, track mitigation, and escalate where needed

Technologies:

• AI
• Support
• ITIL
• Security
• ServiceNow

More:

We are offering a fantastic opportunity for a proactive Business Analyst in a structured yet fast-paced environment. We play a key role in ensuring new services are fully ready for launch by capturing requirements, documenting operational impacts, and coordinating all readiness deliverables. This is a contract role with a rate of up to £425/day outside IR35, working on a hybrid basis with 2-3 days on-site per week in Central London. We also do not use AI to filter or assess candidates; we use experienced and dedicated recruiters who want to match the best people to roles.

last updated 34 week of 2026