Website Nelson Frank
Job Title: ServiceNow Business Analyst
Location: Remote First (UK-Wide) – Some Travel Required
Contract Type: 12-Month Contract (Outside IR35)
Start Date: ASAP
Overview:
I am seeking an experienced ServiceNow Business Analyst (BA) to join a transformation team on a high-impact, 12-month contract. As the end customer, they are embarking on a major programme to consolidate and streamline our fragmented enterprise architecture landscape into a unified ServiceNow platform. This role will be pivotal in helping us redefine and enhance how we deliver services across Voice, Data, IT, and Enterprise Orders.
Key Responsibilities:
• Act as the primary liaison between business stakeholders and technical teams to gather, analyse, and translate business requirements into effective ServiceNow solutions.
• Drive discovery sessions with cross-functional teams to identify existing processes, pain points, and improvement opportunities across service domains.
• Develop clear and concise documentation including business requirements, user stories, process flows, and acceptance criteria.
• Collaborate with ServiceNow architects, developers, and platform owners to ensure solutions align with strategic goals and platform best practices.
• Support the migration from legacy systems and fragmented solutions to a centralized ServiceNow platform.
• Lead UAT planning, coordination, and execution with end users.
• Contribute to change management and training materials to support successful adoption.
• Provide ongoing BA support through project lifecycle including delivery, testing, and post-go-live phases.
Skills & Experience Required:
• Proven experience as a Business Analyst on ServiceNow transformation projects
• Strong understanding of ServiceNow modules (e.g., ITSM, CSM, Order Management, Telecom Service Management or similar).
• Experience working in large-scale enterprise environments with complex legacy systems.
• Demonstrated ability to map and optimise business processes across functional areas.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong documentation and requirements gathering expertise using Agile methodologies.
• Comfortable working remotely with occasional travel as needed.
Contract Details:
• Contract Length: 12 Months
• IR35 Status: Outside IR35
• Working Model: Remote First (UK-Wide) with some expected travel to key sites for workshops and stakeholder engagement.