Business Analyst – ServiceNow

Greetings,

We have an immediate opening for a Business Analyst – ServiceNow position with Synechron in Glasgow, UK.

Role: Business Analyst – ServiceNow

Location: Glasgow, UK

Employment Type: Permanent / Contract

Experience Required: 10+ Years

Industry: Banking and Financial Services

About Company:

Synechron is a global technology consulting firm that helps leading organizations accelerate digital transformation through innovation, expertise, and agility. With more than 16,500 professionals across around 60 offices in over 20 countries, we combine deep industry knowledge with advanced capabilities in AI, cloud, cybersecurity, and data engineering.

Our regional teams, supported by strategic delivery centers, provide scalable, cost-efficient solutions tailored to local markets. Through our award-winning Synechron FinLabs accelerators and strategic partnerships with AWS, Microsoft, Databricks, Salesforce, and ServiceNow, we enable clients to innovate fast and lead with confidence. For more information on the company, please visit our website or LinkedIn community.

Synechron: Technology and AI Consulting for Business

Synechron is an innovative global consulting firm delivering industry-leading digital solutions to transform and empower businesses.

Diversity, Equity, and Inclusion

Synechron’s Diversity, Equity, and Inclusion (DEI) program, Same Difference, was developed because we believe in a culture of listening, respect, and opportunity.

We each bring unique backgrounds, thoughts, talents, and experiences with us to work every day, and we know that by embracing them, we are creating an even greater Synechron. The best way to build a strong team is to value individual differences. So, it doesn’t matter where you’re from or what you’ve had to do to get here – if you have the skills, enthusiasm, and drive to make your mark, we’ll support you like we support each other. Choose a career with us and let’s pursue innovation, together.

Job Descriptions:

About the Role:

Our banking client is seeking an experienced Business Analyst – ServiceNow to support the delivery, enhancement, and optimisation of ServiceNow solutions across the organisation. The successful candidate will work closely with business stakeholders, technology teams, and delivery partners to translate business needs into effective ServiceNow processes and solutions.This role requires strong business analysis experience within a regulated banking or financial services environment, along with a comprehensive understanding of the ServiceNow platform.

Key Responsibilities:

• Engage with business stakeholders to understand, analyse, and document business requirements.
• Translate business needs into clear functional and non-functional requirements.
• Lead discovery workshops, interviews, process reviews, and requirements-gathering sessions.
• Analyse and improve existing IT service management and operational processes.
• Support ServiceNow implementation, enhancement, and transformation initiatives.
• Create process flows, user stories, acceptance criteria, business requirements documents, and functional specifications.
• Work closely with ServiceNow developers, architects, testers, project managers, and product owners.
• Support the design and delivery of ServiceNow modules, workflows, integrations, and enhancements.
• Identify process gaps, inefficiencies, risks, and opportunities for automation.
• Ensure solutions align with business objectives, regulatory expectations, governance standards, and security requirements.
• Support user acceptance testing, test planning, defect management, and implementation activities.
• Assist with change management, stakeholder communications, training, and operational readiness.
• Track requirements through the full delivery lifecycle and ensure successful business outcomes.
• Contribute to continuous improvement of ServiceNow processes and ways of working.

Required Skills and Experience:

• 10+ years of experience as a Business Analyst, preferably within banking, financial services, or another highly regulated environment.
• Strong experience working with the ServiceNow platform.
• Practical knowledge of ServiceNow ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Service Catalogue Management.
• Experience with ServiceNow implementation, upgrades, enhancements, or transformation programmes.
• Strong understanding of business analysis techniques, including:
• Requirements elicitation and management
• Process mapping and modelling
• User story development
• Gap analysis
• Impact assessment
• Stakeholder analysis
• Acceptance criteria definition
• Experience working in Agile, Scrum, Waterfall, or hybrid delivery environments.
• Ability to work effectively with technical and non-technical stakeholders.
• Strong documentation, communication, presentation, and facilitation skills.
• Experience supporting testing, UAT, release planning, and post-implementation activities.
• Knowledge of governance, risk, compliance, and audit requirements within banking or financial services.
• Ability to manage multiple priorities in a complex enterprise environment.

Note: This is a forecasted requirement, with the intention of closing the position within the current quarter. The hiring timeline may be subject to final client approval and business requirements.