Infosys
ServiceNow Business Analyst , United Kingdom
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Role – ServiceNow Business Analyst
Technology – ServiceNow
Location – United Kingdom, Warwick
Job Description
Key Skills:
Technical:
- ServiceNow ITSM
- ITIL
- Requirements elicitation
- Process mapping
- User stories
- Acceptance criteria
- UAT
- Agile delivery
- Jira/ADO
- Reporting and dashboarding
Soft Skills:
- Strong understanding of ITIL processes, ITSM operating models, and ServiceNow best practices.
- Strong analytical, problem-solving, and troubleshooting skills.
- Excellent stakeholder management, customer service, verbal communication, and written communication skills.
- Practical experience working in Agile delivery environments and using Agile tools.
- Experience working with geographically distributed customers and onshore/offshore delivery teams.
- Ability to work cross-functionally, coordinate across teams, and proactively share information to support aligned delivery.
Key Responsibilities:
- Work closely with business stakeholders, product owners, architects, and delivery teams to capture, analyse, and document business requirements for ServiceNow ITSM delivery.
- Facilitate discovery workshops, stakeholder interviews, and requirement validation sessions across business and technical teams.
- Map as-is and to-be processes, identify gaps, and recommend opportunities to simplify workflows, improve service experience, and align with ServiceNow out-of-the-box capabilities.
- Translate business needs into clear user stories, acceptance criteria, functional specifications, process flows, and supporting documentation.
- Act as a bridge between client stakeholders, onshore teams, and offshore delivery teams to ensure clear communication, aligned priorities, and timely delivery.
- Support solution fitment, process design decisions, and requirement prioritisation in line with ITIL, ITSM, and ServiceNow best practices.
- Support UAT planning, test scenario preparation, defect triage, business validation, and go-live readiness activities.
- Maintain requirements traceability and manage requirement changes through agreed governance and change control processes.
- Assist with training materials, business readiness, deployment support, hypercare, and post-go-live continuous improvement activities.
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Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
All aspects of the hiring process and employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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