Mphasis
Senior ServiceNow Business Analyst
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Senior ServiceNow Business Analyst
JOB DESCRIPTION | WORKPLACE SERVICES & ENTERPRISE SERVICE MANAGEMENT
Location: London, UK
Primary focus
ServiceNow business analysis across enterprise service management workstreams
Role profile
Senior consulting BA, customer engagement, change enablement and project coordination
Role overview
We are looking for an experienced Senior ServiceNow Business Analyst to support an enterprise service management transformation. The role may include Workplace Services and facilities-related processes, but it is not limited to that area. The successful candidate should be able to work across different ServiceNow modules, service-management processes and business functions as priorities evolve.
This is a senior, customer-facing consulting role combining business analysis, process discovery, change enablement and project coordination. The successful candidate will work closely with customer stakeholders, business users, internal team members, the ServiceNow platform team, programme leadership, vendors and technical implementation partners to translate operational needs into clear, agreed and implementable requirements.
The role is not primarily focused on ServiceNow configuration or development. Its purpose is to bridge the gap between business teams and the technical implementer, drive consensus and help the organisation realise the wider value of the ServiceNow platform.
As Mphasis will be supporting the customer through a transformation programme, the individual must bring strong consulting discipline, excellent communication skills and the confidence to operate in ambiguity. They should be able to build trust with customer stakeholders, manage relationships professionally, bring structure to unclear situations and keep progress moving even when requirements, priorities or ownership are still evolving.
Key responsibilities
Business analysis and requirements management
- Lead discovery sessions with business stakeholders, service owners, operational teams, platform teams, vendors and other relevant groups to understand current processes, pain points, requirements and desired outcomes.
- Gather, analyse, document and prioritise business and functional requirements across relevant ServiceNow modules and enterprise service-management workstreams.
- Translate business needs into clear requirements, process definitions, user journeys, catalogue items, forms, workflows and acceptance criteria for the technical implementation team.
- Assess whether requests are complete, practical and implementation-ready before they reach the ServiceNow platform and technical delivery teams.
- Challenge requirements constructively and identify simpler or more effective process options where appropriate.
- Maintain requirements traceability and continuity through design, implementation, testing and deployment.
- Support future-state process design that replaces manual tools, fragmented ways of working and inconsistent local practices with scalable ServiceNow-enabled workflows.
Stakeholder alignment and consensus building
- Engage stakeholders across multiple offices and locations to understand differences in current working practices.
- Facilitate discussions that create consistent enterprise requirements where appropriate.
- Drive business and technical decisions, ensuring relevant stakeholders are consulted and agreement is reached before implementation.
- Manage competing priorities across business teams, platform owners and implementation partners.
- Build strong relationships with business stakeholders, service owners, internal team members, platform owners, programme management, vendors and implementation partners.
- Act as the primary bridge between non-technical business users and technical ServiceNow specialists.
- Represent Mphasis professionally in customer conversations, building credibility through clear communication, active listening, balanced challenge and consistent follow-through.
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Process transformation and change enablement
- Help business users understand the broader value of ServiceNow beyond individual functions such as desk booking.
- Support the transition from manual, spreadsheet-based and locally managed processes to standardised digital workflows.
- Work with stakeholders to define the future user and service experience.
- Identify organisational and people impacts arising from the new platform and processes.
- Support stakeholder engagement, communications, demonstrations, training preparation and adoption activities.
- Act as a change champion and address adoption risks or resistance with programme leadership.
Project coordination and delivery support
- Provide day-to-day delivery support to the programme manager and own agreed project activities.
- Coordinate workshops, requirement reviews, decision forums and follow-up actions.
- Track requirements, dependencies, risks, issues and decisions across the workstream.
- Support planning and sequencing across agreed ServiceNow workstreams, releases and business priorities.
- Work collaboratively with vendors and implementation partners while remaining independent in the definition, validation and prioritisation of business requirements.
- Ensure continuity between business discovery, technical delivery, testing and business readiness.
Potential future workstreams
- Application support teams moving from different tools and locally managed processes into ServiceNow.
- Harmonisation of application support workflows and service processes.
- Improvements to ITSM catalogue items, forms and supporting workflows.
- Knowledge-management approaches and knowledge articles.
- Exploration of capabilities such as Now Assist.
- Additional enterprise service management use cases identified by the ServiceNow platform team.
Required experience and skills
- Strong experience as a Senior Business Analyst within ServiceNow, IT service management, enterprise service management or technology-enabled transformation programmes.
- Demonstrable experience gathering and documenting requirements across multiple stakeholder groups and locations.
- Practical understanding of ServiceNow as an enterprise workflow and service-management platform.
- Experience translating business requirements into processes, workflows, catalogue items, forms, user stories and acceptance criteria.
- Strong process-mapping and future-state process-design capabilities.
- Experience working with technical implementation teams, system integrators and platform owners.
- Proven ability to facilitate workshops, manage competing perspectives and build stakeholder consensus.
- Experience supporting organisational change, user adoption and process transformation.
- Ability to work effectively with business teams that may have limited technical or ServiceNow knowledge.
- Strong project coordination skills, including action, risk, issue, dependency and decision management.
- Excellent written and verbal communication skills, with confidence engaging senior stakeholders and challenging incomplete requirements constructively.
- Excellent customer relationship management skills, with the maturity to engage senior customer stakeholders, manage expectations and maintain confidence during periods of uncertainty.
- Ability to work effectively in ambiguous transformation environments where scope, priorities, operating models and ownership may continue to evolve.
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Desirable experience
- Experience with ServiceNow Workplace Service Delivery, facilities-management transformation or other enterprise service-management modules.
- Exposure to ServiceNow ITSM, service catalogues, case management, knowledge management or application support onboarding.
- Understanding of workplace, facilities, ITSM, application support, service catalogue, case management or other ServiceNow-enabled business processes.
- Experience supporting global or multi-location transformation programmes.
- Familiarity with migration from Excel, SharePoint, Jira or other fragmented tools into standardised ServiceNow workflows.
- Experience in a regulated financial-services or insurance environment.
- Relevant qualifications such as CBAP, BCS Business Analysis, Prosci or ServiceNow certifications.
Key stakeholder relationships
- Workplace Services and facilities stakeholders
- Local office managers
- Infrastructure programme leadership
- ServiceNow platform ownership and enterprise service management teams
- Application support teams
- Business change and adoption stakeholders
- Technical ServiceNow implementation partner
- Internal project and programme management teams
Expected outcomes
- Establish a clear and agreed set of business and functional requirements.
- Create alignment across geographically distributed stakeholders with differing ways of working.
- Improve the quality and implementation readiness of requirements submitted to the technical team.
- Reduce the delivery burden carried by programme leadership.
- Support successful user adoption of ServiceNow Workplace Service Delivery.
- Help the business move from manual and fragmented processes to consistent, scalable workflows.
- Build sufficient organisational and platform understanding to support subsequent ServiceNow initiatives.
Candidate profile
The ideal candidate is a pragmatic and confident senior BA who is comfortable operating at the intersection of business process, technology, change and delivery. They will work effectively with non-technical teams, challenge assumptions constructively, drive decisions and translate business needs into requirements that a ServiceNow implementation team can execute.
This role requires someone who goes beyond recording requirements. The individual must actively connect business users with the technical delivery team, facilitate decisions, support the human side of transformation and take ownership of selected project activities.
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