ServiceNow Senior Business Analyst

About the Opportunity

Salt is partnering with a leading global technology consultancy seeking an experienced ServiceNow Senior Business Analyst to support enterprise ServiceNow implementation and transformation programmes.

The successful candidate will act as the key link between business stakeholders, technical delivery teams and ServiceNow architects, ensuring business requirements are effectively translated into practical, scalable platform solutions.

This position requires strong ServiceNow ITSM functional knowledge, excellent stakeholder management skills and extensive experience supporting end-to-end ServiceNow implementations.

Key Responsibilities:

• Lead requirements-gathering workshops with business and technical stakeholders.
• Analyse existing business processes and identify opportunities for improvement and automation.
• Translate business requirements into detailed functional specifications and ServiceNow user stories.
• Produce Business Requirements Documents (BRDs), Functional Specification Documents (FSDs) and acceptance criteria.
• Conduct process mapping, gap analysis and requirements validation.
• Collaborate with ServiceNow Architects and Developers to ensure solutions align with business needs.
• Support ITSM process standardisation and ITIL-aligned service management practices.
• Facilitate stakeholder discussions and solution design workshops.
• Support Agile delivery, sprint planning, backlog refinement and user story validation.
• Coordinate User Acceptance Testing (UAT), defect resolution and business sign-off.
• Support go-live activities, change management and user adoption.

Essential Requirements:

• 7-10+ years of experience in Business Analysis, ITSM consulting or related functions.
• Minimum 3-5 years of ServiceNow implementation experience.
• Strong functional understanding of ServiceNow ITSM.
• Good knowledge of ITIL v4 processes and service management principles.
• Proven experience with requirements elicitation, business process mapping and gap analysis.
• Experience producing BRDs, FSDs, workflows, user stories and acceptance criteria.
• Excellent workshop facilitation and stakeholder management skills.
• Experience supporting Agile/Scrum delivery environments.
• Hands-on involvement in UAT, implementation and go-live activities.
• Strong written and verbal communication skills.

Preferred Certifications

• ITIL v4.
• ServiceNow Certified System Administrator (CSA).
• ECBA, CBAP or PMI-PBA.

Salt is acting as an Employment Agency in relation to this vacancy.