ServiceNow Business Analyst: ITSM

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Skills you'll use

What you'll do

• Lead and facilitate workshops with business stakeholders to elicit, capture, and validate requirements, ensuring outcomes and objectives are clearly understood before entering the development pipeline.
• Translate business requirements into clearly written, development-ready user stories, acceptance criteria, and process maps in line with the agreed product roadmap.
• Own and maintain the requirements backlog for the product domain, keeping stories refined, prioritised, and ready for sprint intake in collaboration with the Product Owner.
• Support the Sprint Intake Review by ensuring stories are sufficiently detailed and acceptance criteria are agreed before development begins.
• Coordinate and actively participate in functional testing and UAT, validating that developed functionality meets the defined acceptance criteria and business outcome.
• Act as a liaison between the business and QA function to ensure test cases are aligned to requirements and that business stakeholders are engaged in sign-off activities.
• Identify and document scope changes, risks, and dependencies, escalating to the Delivery Manager and Product Owner where appropriate.
• Contribute to Release Readout sessions, supporting communication of what has been delivered and gathering feedback for continuous improvement.
• Maintain clear and accurate requirements documentation throughout the project lifecycle, ensuring traceability from requirement through to delivery.
• Support the ITSM Product Owner in refining the ITSM/ITOM/ITAM/SAM roadmap by providing detailed requirements context for incoming demand.

Who can apply

• Proven experience as a Business Analyst in an enterprise IT or digital transformation environment.
• Strong skills in requirements elicitation, workshop facilitation, and stakeholder management across multiple levels of seniority.
• Experience writing high-quality user stories and acceptance criteria for agile development teams.
• Ability to coordinate and support testing activities, including defining test scenarios, coordinating UAT, and managing sign-off processes.
• Excellent communication and documentation skills — able to translate complex business needs into clear, actionable requirements.
• Comfortable working in a fast-paced, agile delivery environment with multiple concurrent workstreams.
• Demonstrable experience working on ServiceNow ITSM implementations or enhancements, with a solid understanding of ITSM, ITOM, ITAM, or SAM modules.
• Familiarity with ITIL frameworks and how they translate into ServiceNow configuration.
• Experience engaging with IT operations teams, service desk functions, or technology stakeholders as part of requirements gathering.
• ServiceNow Certified System Administrator (CSA) or relevant product certification.

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