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ServiceNow Business Analyst - ITOM

Location: Cheshire - Hybrid working - 2/3 days a week onsite
Contract Type: 6 Month Contract - Inside IR35

We are looking for a skilled and motivated ServiceNow Business Analyst (ITOM) to join a growing technology team. You'll play a pivotal role in understanding, enhancing, and supporting IT Operations Management (ITOM) processes through the ServiceNow platform.

Key Responsibilities

Analyse and document current "as-is" ITOM processes and identify enhancement opportunities
Gather and define requirements for improvements to existing ITOM tools and workflows
Facilitate customer working groups and focus sessions to capture business needs
Engage directly with internal customers, offshore development teams, and key stakeholders
Clearly define process gaps and help design target-state process improvements
Translate business needs into functional specifications for development teams
Drive and support all project phases from requirement gathering through to testing and delivery
Develop test strategies, support UAT, and ensure alignment of outcomes to expectations
Foster collaboration across ITOM BA streams and contribute to ongoing stakeholder engagement
Take ownership across the full project lifecycle, driving continuous improvement
Promote Agile best practices, including SCRUM methodologies

Essential Skills & Experience

Deep understanding of ServiceNow ITOM functionality and how it supports enterprise IT operations
Hands-on experience with key ServiceNow modules: Change, Incident, Problem, Knowledge, CMDB, Service Catalogue
Strong business and operational architecture knowledge, with awareness of cross-functional impacts
Expertise in designing and implementing business processes aligned to ServiceNow capabilities
Proficient in Agile methodologies

Desirable Skills

Ability to lead complex business discussions with senior stakeholders and shape innovative solutions
Strong command of business analysis tools and templates, and the ability to guide junior team members
Skilled in balancing priorities within time, cost, and quality constraints
Up to date with industry trends and emerging technologies in ITOM and ServiceNow

If you are interested and looking for your next role, please apply with a copy of your CV, or email: (url removed)