Business Analyst
About the role
Location: London / Birmingham / Manchester / Bristol, UK
Role Overview
We are seeking experienced Business Analysts to support the design and implementation of a Managed Services Service Catalogue within ServiceNow for a UK-based business. The successful candidates will work closely with business stakeholders, service owners, and technical teams to define, document, and standardize IT and telecom service offerings.
Key Responsibilities
Gather and document business and service requirements.
Define and structure Service Catalogue offerings in ServiceNow.
Work with stakeholders to map IT and telecom services, including in-life operational services.
Support the development of service operating models, processes, and governance frameworks.
Facilitate workshops and requirements sessions with business and technical teams.
Ensure alignment with ITIL best practices and service management standards.
Produce high-quality business analysis documentation, user stories, process maps, and service definitions.
Required Skills & Experience
Proven experience as a Business Analyst in IT Service Management environments.
Strong understanding of ServiceNow, particularly Service Catalogue and Service Management processes.
Experience working with Managed Services and Service Operating Models.
Knowledge of ITIL frameworks and service lifecycle management.
Background in IT and/or Telecoms services.
Excellent stakeholder management and communication skills.
Experience translating business requirements into functional deliverables.
Preferred
ITIL certification.
Previous experience delivering ServiceNow transformation or service catalogue projects.
Telecoms industry experience.
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