Business Analyst
Prestwick for the first three months
We are seeking a ServiceNow Business Analyst to bridge the gap between business stakeholders and technical delivery teams. In this role, you will analyse business processes, gather and refine functional requirements, and translate them into actionable ServiceNow user stories and technical configurations. You will drive workflow optimisation across modules like ITSM, CSM, or HRSD while keeping customisation aligned with platform best practice
Key Responsibilities
- Facilitate discovery sessions, process workshops, and interviews with stakeholders to capture "as-is" and "to-be" workflows.
- Translate high-level business goals into functional specs, user stories, acceptance criteria, and process flow diagrams.
- Prioritise, refine, and maintain the ServiceNow sprint backlog in collaboration with Product Owners and Developers
ServiceNow Platform & Process Analysis
- Evaluate existing platform configurations against standard ServiceNow out-of-the-box (OOTB) capabilities to minimise custom code.
- Map workflows across core modules including Incident, Problem, Change, Request Fulfilment, Knowledge Management, and Service Catalogues.
- Conduct gap analysis to identify automation opportunities, process bottlenecks, and continuous improvement areas.
Implementation, Testing & Adoption
- Partner with ServiceNow Developers and System Administrators during configuration to clarify business logic.
- Design UAT scripts, coordinate User Acceptance Testing, and track defect resolution prior to release deployment.
- Build end-user reports, dashboards, operational guides, and training materials to support change management and platform adoption.
- Experience: 3+ years as a Business Analyst, with at least 2 years dedicated to ServiceNow platform delivery.
- ServiceNow Exposure: Hands-on experience with ServiceNow UI, navigation, standard tables/forms, Flow Designer, and core modules (ITSM, CSM, or HRSD).
- Methodologies: Strong background in ITIL/ITSM processes and Agile/Scrum delivery frameworks.
- Tooling: Proficiency with Jira, Confluence, Microsoft Visio/Lucidchart, and ServiceNow Agile Engine.
- Skills: Strong analytical, communication, facilitation, and stakeholder-management skills.
- Education: Bachelor's degree in Information Systems, Business Administration, Computer Science, or equivalent industry experience.
What we offer
- A company culture based on respect, transparency, and equality.
- Flexible working
- Pension Scheme
- 25 days holiday plus bank holidays
- Training and Career progression
- Company Social Days
Sharing our culture
Infotel is an equal opportunity employer, and we pride ourselves on our diversity. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.
We have an incredible team ethic; we work together to consistently deliver for our clients. We host after work gatherings and other in-house events to ensure our team members develop strong relationships and enjoy their work environment.
Apply today with your CV! All applications will be treated in strict confidentiality!
Similar roles
Senior Visual & Brand Designer (0-to-1 / Stealth) - EU
Pack.com·United Kingdom
THE MISSION We aren’t looking for a traditional corporate product designer who spends their days building basic administrative dashboards or running endless user research sprints. We need an elite Visual & Brand Designer with high-end aesthetic judgment, dark-mode visual mastery, and a solid product design foundation to define the visual universe of Pack.com. Pack.com is a gamified shopping platform for…
- Remote
- Full-time
Senior Application Support Analyst
Sword Group·Aberdeen, United Kingdom
At Sword, we help power, secure and transform the organisations that keep the UK running. Supporting customers across Critical National Infrastructure, energy, public sector and enterprise markets, we combine deep industry expertise with leading technology services spanning managed services, cyber security, cloud, data, AI and digital transformation. Join Sword and you'll be part of a team solving complex challenges, delivering…
- Full-time
Sales Advisor
ProCook·Banbridge, United Kingdom
Join ProCook as a Sales Advisor! At ProCook, we believe great cooking starts with the right tools and great people. We are looking for a confident, customer-centric Sales Advisor who enjoys engaging with customers, learning about high-quality products, and influencing buying decisions through excellent service and product knowledge. This is a customer-facing sales role with clear performance expectations, structured training,…
- Part-time
Ofsted Registration Consultant
Delphi Care Solutions·Stevenage, United Kingdom
OFSTED REGISTRATION CONSULTANT STEVENAGE | £60,000 | HYBRID WORKING YOU'VE REGISTERED HOMES. NOW HELP OTHERS DO IT. Most people who've been through an Ofsted registration once wouldn't choose to do it again. You know what it's like. The paperwork. The interviews. The endless follow-ups. The pressure of getting everything right. But you also know the feeling when that registration comes…
- Full-time
FP&A Manager
Old Mill·Yeovil, United Kingdom
Are you an experienced finance professional who enjoys looking beyond the numbers and understanding what really drives a business? We’re looking for an FP&A Manager to join our finance team in Yeovil, working closely with our CFO and service line leaders. It’s a varied role, covering budgeting and forecasting, commercial analysis, business partnering and wider projects including scenario planning, business…
- Hybrid
- Full-time
Senior DevOps Engineer
Oxford Dynamics·Harwell, United Kingdom
Role: Senior DevOps Engineer Contract: Permanent Location: Greater Oxford Area Working Pattern: Flexible & Hybrid Salary: Competitive Security clearance: You must be eligible for UK security clearance (BPSS and SC). We require applicants to hold a UK passport and 5 years of continuous UK residency. We can sponsor clearance for the right candidate, and an active, transferable SC is an…
- Hybrid
- Full-time
Project Planner
Sword Group·Aberdeen, United Kingdom
At Sword, we help power, secure and transform the organisations that keep the UK running. Supporting customers across Critical National Infrastructure, energy, public sector and enterprise markets, we combine deep industry expertise with leading technology services spanning managed services, cyber security, cloud, data, AI and digital transformation. Join Sword and you will be part of a team solving complex challenges,…
- Hybrid
- Contract
Asset Performance Manager
Indra Group UK & Ireland·Reigate, United Kingdom
Asset Performance Manager (Fixed-Term Contract, 15-months) Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity,…
- Hybrid
- Contract
