ServiceNow Business Analyst

Salary: £24,000 - 59,000 per year

Requirements:

• Strong technical knowledge of ServiceNow ITSM, ITIL, requirements elicitation, process mapping, user stories, acceptance criteria, UAT, Agile delivery, Jira/ADO, reporting and dashboarding
• Strong understanding of ITIL processes, ITSM operating models and ServiceNow best practices
• Strong analytical, problem-solving and troubleshooting skills
• Excellent stakeholder management, customer service, verbal communication and written communication skills
• Practical experience working in Agile delivery environments and using Agile tools
• Experience working with geographically distributed customers and onshore/offshore delivery teams
• Ability to work cross-functionally, coordinate across teams and proactively share information to support aligned delivery

Responsibilities:

• Work closely with business stakeholders, product owners, architects and delivery teams to capture, analyse and document business requirements for ServiceNow ITSM delivery
• Facilitate discovery workshops, stakeholder interviews and requirement validation sessions across business and technical teams
• Map as-is and to-be processes, identify gaps, and recommend opportunities to simplify workflows, improve service experience and align with ServiceNow out-of-the-box capabilities
• Translate business needs into clear user stories, acceptance criteria, functional specifications, process flows and supporting documentation
• Act as a bridge between client stakeholders, onshore teams and offshore delivery teams to ensure clear communication, aligned priorities and timely delivery
• Support solution fitment, process design decisions and requirement prioritisation in line with ITIL, ITSM and ServiceNow best practices
• Support UAT planning, test scenario preparation, defect triage, business validation and go-live readiness activities
• Maintain requirements traceability and manage requirement changes through agreed governance and change control processes
• Assist with training materials, business readiness, deployment support, hypercare and post-go-live continuous improvement activities

Technologies:

• AI
• Support
• ITIL
• ITSM
• JIRA
• ServiceNow

More:

We are Infosys, a global leader in next-generation digital services and consulting. We help clients in more than 50 countries navigate their digital transformation, drawing on over four decades of experience supporting global enterprises. We enable the enterprise with an AI-powered core and agile digital delivery at scale, supported by a continuous learning culture that builds and transfers digital skills, expertise and ideas from our innovation ecosystem. We are committed to merit, competence and performance, and we embrace diversity as an equal opportunity employer. The role is for a ServiceNow Business Analyst / Technology Analyst based in the United Kingdom, with locations referenced in Warwick and London.

last updated 34 week of 2026