ITSM ServiceNow Systems Analyst

Zenith Row has partnered with a fast-growing technology organization supporting a major IT and operational transformation for one of its end clients.

This is not a typical BA or ServiceNow role. You’ll play a key role in defining how IT operates, shaping service processes, and ensuring platforms like ServiceNow are implemented with purpose, not just deployed.

This is ideal for someone who enjoys building, improving, and challenging how systems and services should work.

The Role
• Partner with IT and business stakeholders to define and evolve IT operating models
• Analyse current-state processes and design future-state service workflows
• Drive ITSM and ServiceNow optimisation aligned to real business needs
• Support IT maturity initiatives (governance, process design, service improvement)
• Challenge vendors and internal teams to ensure practical, scalable solutions
• Translate business requirements into system and operational improvements
• Work across platforms (ServiceNow, Azure, etc.) supporting wider digital transformation
• Contribute to a continuous improvement culture across IT operations

What We’re Looking For

Core Experience
• Background in IT Operations, ITSM, or Business Systems Analysis
• Experience working with ServiceNow (or similar ITSM platforms)
• Strong process improvement and service design capability
• Exposure to ITIL or structured service environments
• Ability to operate across technical and business stakeholders

Ideal Profile
• Experience scaling or improving IT operations in a growing or changing organisation
• Comfortable in ambiguous environments (building vs maintaining)
• Able to challenge thinking and influence decisions
• Hands-on mindset, someone who figures things out and improves them
• Exposure to multiple systems (ServiceNow, Azure, Salesforce, etc.)

Growth & Progression

This role offers:
• The opportunity to shape a long-term IT transformation roadmap
• Exposure to enterprise systems and architecture decisions
• Clear pathways into:
• IT Operations Leadership
• Service Transformation roles
• Broader Digital / Cloud initiatives