Overview

A large enterprise organisation is undergoing a major expansion of its ServiceNow platform and is looking for an experienced Senior Business Systems Analyst to support this growth.

As more departments adopt ServiceNow, the organisation needs a skilled analyst who can bridge the gap between business stakeholders and the technical development team-delivering clear, actionable requirements and driving process improvement.

This is a high-impact, long-term contract role focused on stakeholder engagement, detailed story writing, and platform best practice.

What You'll Be Doing

Engage with stakeholders to gather, challenge and refine business requirements
Translate those requirements into clear, detailed user stories with acceptance criteria
Run requirement playback sessions to gain approval and sign-off
Document and map business process flows for both new and existing workflows
Provide guidance on ServiceNow best practices, helping teams adopt the platform efficiently
Work closely with a team of 8 developers to ensure smooth delivery of solutions
Focus on key modules such as Customer Service Management (CSM), CMDB, and Service Central

What We're Looking For

5+ years as a Business Analyst, Systems Analyst, or similar
Strong experience working with ServiceNow, especially in CSM and CMDB
Excellent story writing, including test scenarios and acceptance criteria
Comfortable advising stakeholders who are new to ServiceNow
Skilled in process mapping and workshop facilitation
Agile delivery experience (Scrum or Kanban)
Familiar with ITIL principles and service management frameworks

Nice to Have

Experience working in Managed Services environments
Certifications in ServiceNow, ITIL, or Agile (e.g., CSM)

Other Details

Inside IR35 - must work via an umbrella company
Remote-first - occasional travel to London or Peterborough may be required rarely
Start subject to BPSS + DBS clearance (3-week process post-offer)
Interview process: 1 stage with potential informal follow-up

Apply Now

If you're a confident, detail-driven ServiceNow BA who can take ownership of business analysis across a large, evolving platform rollout than apply now we'd love to hear from you and one of our team will be in touch to discuss this with you further.