Business Analyst

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.