ServiceNow Business Analyst: ITSM

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The ServiceNow Business Analyst (ITSM specialism) is a key member of the NTT DATA ServiceNow Practice, embedded within a product domain and working closely with the Product Owner, Delivery Manager, and development team. The role is responsible for gathering, translating, and managing business requirements through the full delivery lifecycle — from stakeholder workshops through to development story creation, testing coordination, and release sign-off.

The BA acts as the bridge between business stakeholders and technical delivery, ensuring that what is built accurately reflects the outcomes the business needs and aligns to the product roadmap. Although domain-aligned, the BA is part of a shared pool and may support other capability areas when capacity requires.

Key Responsibilities

• 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.
• Document and optimise IT service management processes — including Incident, Problem, Change, Request, and Asset workflows — ensuring alignment to ServiceNow best practice and ITIL principles.
• Engage with IT operations stakeholders to understand service desk and operations pain points, translating these into platform improvements.

Essential Experience & Skills

• 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.

Desirable

• ServiceNow Certified System Administrator (CSA) or relevant product certification.
• Experience working in a product-led, platform delivery model.
• Familiarity with Now Create methodology or ServiceNow implementation best practice.
• Experience with Agile tools such as Jira, Azure DevOps, or ServiceNow Agile Development.

Behaviours & Competencies

• Outcome-focused — driven by business value, not just task completion.
• Collaborative — builds trust with business stakeholders and delivery teams alike.
• Detail-oriented — takes pride in the quality and accuracy of requirements and documentation.
• Proactive — surfaces risks, gaps, and opportunities without waiting to be asked.
• Adaptable — comfortable operating in a shared pool model across different capability domains

Workplace type:

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