ServiceNow Business Analyst

Job Description

ServiceNow Business Analyst

Location: London (Hybrid)

Engagement Type: Permanent

Company: Albany Beck

Client Industry: Investment Banking / Financial Services

About Albany Beck

Albany Beck is a consultancy dedicated to delivering tailored talent and operational solutions to our clients across Financial Services and beyond. We partner with top-tier financial institutions to deliver expert consulting and transformation services. Our collaborative approach places experienced professionals in high-impact roles, helping our clients to navigate complex challenges and realise strategic outcomes.

Role Overview

Albany Beck is growing it’s Change & Transformation practice and are looking to hire a ServiceNow Business Analyst to support the delivery and optimisation of ServiceNow-based solutions within a large-scale Financial Services environment. This role will focus on working closely with business stakeholders and technology teams to capture requirements, improve processes, and drive the implementation of ServiceNow capabilities, particularly across IT Service Management (ITSM) and workflow automation. The successful candidate will play a key role in ensuring that ServiceNow solutions are aligned to business needs, scalable, and deliver measurable operational improvements.

Key Responsibilities

• Elicit, document, and manage business and functional requirements for ServiceNow initiatives
• Facilitate workshops with stakeholders to understand current processes and pain points
• Translate requirements into user stories, process flows, and functional specifications
• Define acceptance criteria and ensure traceability through delivery
• Support the implementation and enhancement of ServiceNow modules, including ITSM and related workflows
• Work with developers and architects to ensure solutions meet business and technical requirements
• Contribute to process design and optimisation, leveraging ServiceNow capabilities
• Support configuration and integration discussions where required
• Analyse as-is and to-be processes to identify efficiency gains and automation opportunities
• Drive improvements in incident, problem, change, and request management processes
• Ensure alignment with best practice frameworks (e.g. ITIL)
• Act as a bridge between business users and technical teams
• Engage with stakeholders across Technology, Operations, and Change functions
• Provide clear communication and updates on requirements and delivery progress
• Support UAT planning and execution, including test case development and defect management
• Ensure solutions meet defined requirements and business expectations
• Assist with release planning and implementation activities

Key Skills & Experience

• Proven experience as a Business Analyst working on ServiceNow implementations or enhancements
• Strong understanding of ServiceNow platform capabilities, particularly ITSM
• Experience working within Financial Services or complex regulated environments
• Strong requirements gathering, documentation, and process mapping skills
• Experience working in Agile or hybrid delivery environments
• Ability to engage effectively with both technical and non-technical stakeholders

Desirable Experience

• Exposure to additional ServiceNow modules (e.g. CMDB, ITOM, HRSD, CSM)
• Familiarity with integration patterns and APIs within ServiceNow ecosystems
• Knowledge of workflow automation and digital transformation initiatives
• Experience using tools such as JIRA, Confluence or Azure DevOps

Personal Attributes

• Strong analytical and problem-solving skills
• Proactive and detail-oriented with a structured approach
• Confident communicator with strong stakeholder engagement capability
• Collaborative team player with the ability to work across multiple teams
• Adaptable and comfortable working in fast-paced environments