Business Analyst - ServiceNow (HRSD)

6-Month Contract | Competitive Daily Rate | Hybrid Working

We are seeking an experienced ServiceNow Business Analyst to support a major service transformation program within a large and complex organisation.

This role is focused on working with business stakeholders to analyse, document and translate business requirements into effective ServiceNow configurations, with a strong emphasis on HR Service Delivery (HRSD) and exposure to ITSM and CSM modules.

Key Responsibilities

• Elicit, analyse and document business and functional requirements for ServiceNow enhancements and configuration.

• Facilitate workshops with stakeholders to understand business needs, pain points and opportunities for improvement.

• Map current and future state business processes and service workflows.

• Define and document service catalogue items, request forms, knowledge articles and case management workflows within ServiceNow.

• Translate business requirements into user stories, acceptance criteria and configuration specifications for the ServiceNow platform team.

• Support User Acceptance Testing (UAT), defect management and solution validation activities.

• Contribute to the development of SLAs, KPIs and reporting requirements that support measurable service outcomes.

• Work closely with business stakeholders and ServiceNow specialists to ensure solutions align with organisational standards and governance requirements.

About You

• Demonstrated experience as a Business Analyst working with ServiceNow.

• Strong experience with ServiceNow HR Service Delivery (HRSD) and exposure to ITSM and/or CSM.

• Proven capability in requirements elicitation, process mapping and business analysis documentation.

• Experience defining ServiceNow service catalogues, forms, knowledge management content and workflow requirements.

• Strong stakeholder engagement and workshop facilitation skills.

• Experience supporting UAT, change activities and backlog-driven delivery environments.

• Excellent written and verbal communication skills.

Desirable Skills & Experience

• ServiceNow certifications such as CSA or CIS (HRSD, ITSM or CSM).

• ITIL Foundation certification.

• Experience working within large, complex or highly regulated environments.

• Exposure to ServiceNow Performance Analytics, Virtual Agent, IntegrationHub or Now Assist.

• Experience working within Agile delivery frameworks.

If you have a strong ServiceNow background, particularly within HRSD, and enjoy partnering with stakeholders to shape and configure effective service solutions, we'd like to hear from you.