Business Analyst - ServiceNow

Infotel UK Consulting is seeking an experienced Business Analyst with ServiceNow experience for an initial three-month contract based in Prestwick, Scotland.

The successful candidate will work closely with business stakeholders, technical teams and project delivery colleagues to understand business needs, document requirements and support the delivery of ServiceNow-related initiatives. The role will involve analysing existing business processes, identifying opportunities for improvement and translating business requirements into clear, actionable specifications for technical implementation.

This is an excellent opportunity for a proactive Business Analyst with strong stakeholder management, analytical and communication skills, and practical experience working on ServiceNow projects within a structured delivery environment.

Responsibilities:

• Gather, analyse and document business requirements for ServiceNow-related projects.
• Work with stakeholders and technical teams to define solutions aligned with business needs.
• Analyse existing business processes and identify opportunities for improvement and automation.
• Prepare user stories, acceptance criteria, process maps and functional documentation.
• Support ServiceNow implementation, enhancements and workflow optimisation.
• Assist with User Acceptance Testing (UAT), defect tracking and solution validation.
• Collaborate with project teams to ensure timely delivery of agreed requirements.
• Identify risks, dependencies and gaps, communicating these effectively to stakeholders.

Requirements

• Experience with ServiceNow modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM) or Service Catalog.
• Familiarity with ServiceNow workflows, forms, business rules, catalog items and platform capabilities.
• Experience working in Agile or hybrid project delivery environments.
• Familiarity with tools such as Jira, Confluence, Visio or equivalent process-mapping and requirements-management applications.
• Experience supporting system implementations, upgrades, integrations or business process transformation initiatives.
• Relevant Business Analysis qualifications, such as BCS Business Analysis, or equivalent practical experience.