Business Analyst - ServiceNow ITSM & AI

The role is for an experienced ServiceNow Business Analyst to join a leading international organisation undergoing significant transformation across its IT Service Management landscape. Working closely with Product Managers, Engineers, Architects and operational stakeholders, you will play a key role in translating business needs into delivery-ready requirements that support ServiceNow ITSM and AI-enabled Service Management initiatives. This position combines traditional Business Analysis with process improvement, stakeholder management and emerging AI capabilities.

You will help drive the adoption of ServiceNow solutions, improve employee experiences and ensure engineering teams receive clear, actionable requirements that enable efficient delivery.

Key responsibilities include: facilitating workshops with business and operational stakeholders; understanding business objectives, challenges and service management pain points; analysing current-state processes and defining future-state solutions; challenging assumptions and validating requirements before development begins; identifying opportunities to simplify and optimise existing workflows. In requirements management, you will translate business needs into clear, structured and delivery-ready requirements, create epics, user stories and detailed acceptance criteria, ensure requirements are measurable, testable and aligned with business objectives, maintain traceability from business demand through implementation, and support backlog refinement and prioritisation activities.

For ServiceNow ITSM improvement, you will analyse and improve Incident, Request, Change, Problem and Knowledge Management processes, identify opportunities to leverage automation and AI capabilities, support the adoption of ServiceNow AI and productivity tools, recommend scalable and reusable platform solutions, and promote best practices across IT Service Management processes. In stakeholder collaboration, you will build trusted relationships with business stakeholders, product teams and engineers, facilitate workshops, requirement reviews and decision-making sessions, clarify requirements throughout the delivery lifecycle, manage requirement changes and stakeholder expectations, and communicate progress and recommendations effectively.

For delivery support, you will partner with Product Managers and Engineering teams throughout delivery, support sprint planning and backlog readiness activities, assist with User Acceptance Testing preparation and validation, and ensure delivered solutions meet business expectations and intended outcomes. For documentation and governance, you will maintain high-quality documentation within Jira and Confluence, produce process flows, business analysis artefacts and recommendations, support governance and decision-making forums, and contribute to continuous improvement initiatives across the platform.

The ideal candidate brings proven experience as a Business Analyst in Agile environments, hands-on experience with ServiceNow ITSM, strong workshop facilitation and stakeholder management skills, expertise in requirements gathering, user stories and acceptance criteria, experience documenting current-state and future-state business processes, strong analytical and problem-solving capabilities, excellent written and verbal communication skills, experience working closely with Product Managers and Engineering teams, and the ability to balance business needs with technical delivery requirements.

Nice-to-have skills include ServiceNow Now Assist, AI-enabled Service Management, Enterprise Service Management (ESM), Employee Centre Pro, ITIL Foundation certification, BPMN Process Modelling, ServiceNow Platform Administration knowledge, and automation and workflow optimisation experience. Systems and tools include ServiceNow, Jira, Confluence, Agile/Scrum Frameworks, BPMN Modelling Tools, and Microsoft 365. Within the first six months, success looks like delivering high-quality requirements that enable efficient engineering delivery, improving backlog quality and requirement readiness, facilitating discovery activities for priority initiatives, contributing to AI and automation opportunities across Service Management, creating clear documentation of current and future-state processes, strengthening stakeholder alignment around priorities and platform improvements, and helping establish consistent Business Analysis practices across the ITSM product area.

Benefits include the opportunity to work on large-scale ServiceNow transformation initiatives, exposure to innovative AI-enabled service management solutions, a collaborative and international working environment, a high-visibility role with significant stakeholder interaction, the opportunity to influence process improvement and platform strategy, and a hybrid working environment.