Job Opportunity: ServiceNow Business Analyst – Modern Workplace

Location: Leeds or Edinburgh (2 days per week onsite)
Contract: 12 months
Rate: £550 per day (umbrella)

Why This Role Matters:
Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize IT@LBG workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations.

What You'll Do:

• Shape Clear and Actionable Requirements:

– Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs.
– Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions.
– Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification.

• Drive Design & Decision Clarity:

– Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas.
– Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change.

• Operate as Part of SAFe Feature Teams:

– Work closely with Product Owners to maintain a healthy backlog and support PI planning.
– Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments.
– Create traceability between business needs, stories, test expectations, and operational value.

• Ensure Operational Readiness & Service Quality:

– Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service.
– Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys.
– Support labs with metrics definition and benefit tracking across key STL journeys.

• Champion Continuous Improvement:

– Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys.
– Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions.

What You'll Bring:

Essential:

• Proven experience as a Business Analyst in a digital, service, or technology environment.
• Experience with ServiceNow and developer experience.
• Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing.
• Ability to work within Agile/SAFe delivery structures while juggling multiple work streams.
• Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines.
• A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value.

Desirable:

• Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., IT@LBG, Devices, Knowledge Management, M365 integrated journeys).
• Knowledge of journey mapping tools and techniques or collaboration with Service Design teams.

Why Join Us?
This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you!

Apply now and help shape the future of our client's Modern Workplace!

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